Customer Service & Product Support Specialist Craft & DIY Industry

Job Description

Job Description

eCommerce Customer Service and Product Specialist

Location: Concord, MA
Department: Customer Experience
Employment Type: Full-Time In Office (No Remote)

About Swing Design

Swing Design is an eCommerce-only online retailer specializing in creative and professional-grade equipment for makers, small businesses, and creative professionals. Our product offerings include vinyl cutters, sewing and embroidery machines, DTF printers, laser cutters, and more—paired with industry-leading bundles and expert customer support.

Our office environment is fun, welcoming, and collaborative, while remaining work-focused and performance-driven. We value accountability, initiative, and delivering an exceptional customer experience at every touchpoint.

Position Overview

We are seeking a self-motivated eCommerce Customer Service and Product Specialist to work in our modern Concord Office. This positions main focus is to deliver a delightful inbound and outbound customer experience across multiple communication channels. This role is ideal for someone with a strong crafting or creative background who enjoys problem-solving, learning technical products, and owning customer resolutions from start to finish.

Hands-on experience with vinyl cutters, sewing machines, laser engravers, and/or 3D printers is strongly recommended and will help you succeed in supporting our customer base.

Key Responsibilities

Customer Experience & Support

• Provide exceptional customer service via email, phone, chat, and social media platforms

• Own customer inquiries and issues from initial contact through final resolution

• Handle customer communications and order-related issues in accordance with company policies

• Manage escalations with professionalism and composure, diffusing conflict when needed

Product Knowledge & Technical Support

• Develop a high degree of proficiency with Swing Design’s product offerings, including vinyl cutters, sewing and embroidery machines, DTF printers, laser cutters, software, and media

• Guide customers through equipment setup, proper use, and correct settings

• Help customers troubleshoot equipment issues and work with manufacturers to arrange repairs or replacements

Order & Shipping Support

• Assist customers with shipment status updates, lost or missing packages, carrier claims (UPS and others), and delivery concerns

• Resolve order issues including missing, defective, or incorrect items

• Process order cancellations, address changes, refunds, and replacement orders

Operations & Inventory

• Utilize popular services such as Shopify, Shipstation and other inventory management software

• Perform inventory counts at the office as needed

• Inspect and process returned products and equipment

• Prepare and ship new, unused, and select returned equipment from the Concord office to fulfill customer orders

Systems & Documentation

• Become proficient in internal systems for order processing, shipping, inventory management, and customer communications

• Work across multiple eCommerce platforms and vendor portals including Amazon Seller Central, Walmart, eBay, Shopify, and Google Sheets

• Contribute to and maintain the company knowledge database

Qualifications & Skills

• Hands-on experience with vinyl cutters, sewing machines, laser engravers, and/or 3D printers is strongly recommended

• Crafting and creative skills are highly preferred

• Strong verbal and written communication skills

• Excellent attention to detail and organizational abilities

• Ability to manage multiple customer inquiries simultaneously

• Self-motivated with the ability to work independently in a fast-paced environment

• Proven ability to handle customer service challenges with professionalism and empathy

• Experience with eCommerce platforms or technical products is a plus, but not required

• Customer service management experience is a plus, with the opportunity to discuss further expansion of the role.

Why Join Swing Design?

At Swing Design, you’ll support a passionate community of creators while building deep expertise in innovative creative technology. We offer a supportive, energetic workplace where ownership, curiosity, and customer satisfaction are central to everything we do.

Pay Range: Pay contingent on candidate's experience and qualifications. 40 hrs/wk. 401k offered.

Cambridge Holdings Corporation is an equal opportunity employer. Applicants are considered for positions and are evaluated without regard to mental and physical ability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected federal, state/province or local status unrelated to the performance of the work involved.

Company DescriptionSwingDesign.com is an online DIY & crafting marketplace carrying brands such as Silhouette America, Bambu Labs, xTool, and more.

Company Description

SwingDesign.com is an online DIY & crafting marketplace carrying brands such as Silhouette America, Bambu Labs, xTool, and more.