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Customer Service & Operations Lead Westfield, Massachusetts LaRibbons & Crafts LaRibbons & Crafts is seeking an experienced Customer Service & Operations Lead to support our growing distribution operations at our new Wesfied, MA facility. This is a high-impact role within the organization. The Customer Service Lead serves as the operational nerve center between customers, sales, warehouse operations, and company leadership. In companies like LaRibbons, this position goes far beyond traditional customer service. The ideal candidate understands the entire order-to-fulfillment workflow and ensures that orders move efficiently from customer entry through warehouse fulfillment and final invoicing. We are seeking an operations-minded professional, not simply a customer service representative. This role requires strong systems experience, operational thinking, and the ability to coordinate effectively between departments to ensure exceptional service and smooth operations. Key Responsibilities ? Manage customer order processing from entry through shipment and invoicing ? Serve as the primary liaison between customers, sales teams, and warehouse operations ? Ensure accurate inventory allocation and order prioritization ? Support the sales team with order coordination, reporting, and operational insight ? Identify and resolve order or inventory issues before they impact customers ? Maintain strong customer relationships and proactive communication ? Generate operational reports using ERP systems and Excel ? Coordinate closely with warehouse leadership to ensure smooth fulfillment ? Improve internal workflows and operational efficiency ? Lead and support customer service staff as the team grows Required Qualifications ? 7+ years experience in customer service, order management, or operations coordination ? Strong experience working with ERP systems and order management platforms ? Advanced Excel skills and experience creating operational reports ? Clear understanding of order-to-fulfillment workflows ? Experience coordinating closely with warehouse and logistics operations ? Strong problem-solving and organizational skills ? Excellent communication and customer relationship management abilities ? Ability to work closely with senior leadership and cross-functional teams Compensation Salary: \$60,000 ? \$70,000 depending on experience About LaRibbons & Crafts LaRibbons and Crafts Inc. is a leading supplier of decorative ribbon, packaging, and craft products, serving retailers, wholesalers, and businesses across the United States. Our products support a wide range of industries including home d?cor, floral, gift packaging, seasonal merchandise, and major retail programs. U.S. offices and showrooms are based in Massachusetts, New York, Atlanta and Dallas. With a strong foundation in product development, manufacturing, sourcing, and customer service, LaRibbons has built long-standing partnerships with national retailers and continues to expand across both brick-and-mortar and e-commerce channels. As part of our continued growth, we are opening a new distribution facility in Western Massachusetts. This facility will play a key role in scaling our operations, improving logistics efficiency, and increasing our ability to support a growing product assortment and customer base. We are a fast-paced, organization that values teamwork, accountability, and forward-thinking individuals who want to grow with the company. Our team members have the opportunity to make a direct impact on the business while contributing to a company that is actively expanding its footprint and capabilities.. Cover letter and resume hr@laribbonsandcrafts.com