Position Title: Customer Operations Specialist
Location: On-site — Queen Creek, AZ
Schedule: Monday–Friday, 7:30am–4:00pm
Reports to: Commercial Leader (currently CEO)

About Prowire

Prowire is a growing e-commerce distributor of wire, cable, connectors, and interconnect components serving motorsport, aerospace, and enthusiast customers. We process high order volume in a fast-moving environment and take customer experience seriously.

We are a small team. This role exists to remove friction from the customer experience and keep day-to-day operations running smoothly.

The Role

The Customer Operations Specialist is the internal customer advocate responsible for customer communication, order support, and issue resolution. You will own the day-to-day customer experience and ensure questions and problems are handled quickly and accurately.

This is not a scripted call-center role. We are looking for a self-directed problem solver who can prioritize effectively and operate comfortably amid constant activity.

What You’ll Do

• Handle inbound customer phone calls and emails
• Resolve non-technical questions related to order status, shipping, backorders, address updates, and billing
• Proactively communicate with customers when issues arise
• Review and update orders prior to release
• Process RMAs, exchanges, and standard returns
• Enter phone/email orders and handle simple inbound quote requests
• Coordinate internally to resolve customer issues end-to-end
• Maintain accurate customer and order records

Expectation: No unanswered customer emails at the end of each business day.

What This Role Does Not Do

• Pricing or discount decisions
• Purchasing or inventory management
• Warehouse or shipping work
• Technical product selection

Qualifications

• High school diploma or equivalent required
• Associate’s or Bachelor’s degree strongly preferred
• Early–mid career professional (not your first job)
• Experience in customer operations, inside sales, distribution, or e-commerce preferred
• Strong written communication skills (required)
• Organized, reliable, and detail-oriented
• Comfortable juggling multiple tasks and interruptions
• Takes initiative and solves problems independently
• Bilingual (English/Spanish) a plus

Not a Fit If You:

• Prefer rigid scripts or highly structured environments
• Are uncomfortable with changing priorities
• Have a “that’s not my job” mindset
• Struggle with written communication

Authority & Support

• Authorized to issue customer credits/refunds up to $500
• Manager support for escalations as needed

Employment Disclaimer

This position is at-will. Employment may be terminated by either party at any time, with or without cause or notice, in accordance with applicable law.

Prowire is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, military status, or any other protected characteristic under applicable law.