Customer Support Specialist

About Imprint Engine:

At Imprint Engine, we're more than a company; we're a creative partner dedicated to elevating companies’ brands through engaging brand experiences (apparel, merch, print & more). Our commitment to innovation, quality, and speed sets us apart in the industry. We thrive on challenges, transforming "impossible" into "I'm possible" with every project we tackle. Our clients, ranging from local gems to global powerhouses, depend on us to elevate their brands with our unique blend of creativity, precision, and efficiency.

About the Role:

Imprint Engine runs our own fulfillment nodes in Minneapolis, Dublin and India plus a network of 3PL and drop-ship partners, and we ship for corporate programs, employee kits, gifting campaigns and branded webstores in more than a dozen countries. Dublin is our EU and UK node, so a large share of what reaches this seat involves international shipments, customs paperwork and recipients across Europe. Support at Imprint Engine lives in a shared HubSpot conversations inbox, not a ticketing queue: every thread is a live conversation with a recipient, a client program owner or a teammate, and you own it until it is closed.

As a Customer Support Specialist, you open the support inbox each morning for Europe while Minneapolis is still asleep, and you hand it off cleanly when the US team comes online. During Dublin hours you are the person recipients and client program owners reach, the order desk for requests coming from account managers, and the eyes on EU and UK shipments that need a customs document, a corrected importer, or a recipient nudge before a carrier deadline. Being in the Dublin office means you can walk to the floor to confirm stock, check a pick, or get a kit out the door the same day. This is a customer support job first, with an order-desk backbone.

What You'll Do: Support inbox ownership (about 50%)

• Work the shared HubSpot conversations inbox during Dublin hours: triage every new thread, reply within the same business day, and keep threads assigned, tagged and closed
• Resolve recipient issues end to end: missing or invalid addresses, size and color changes, wrong or defective items, duplicate deliveries, returns and reships, where-is-my-order questions
• Handle client program-owner questions on portal orders, kit contents, ship dates and proof of delivery, with a focus on EU and UK programs
• Answer inbound calls and voicemails routed to the Dublin support line
• Write a short end-of-day handoff for the US shift on anything still open, and pick up the US overnight handoff each morning

Order entry and order edits (about 20%)

• Enter manual orders and shipping requests received from account managers, project managers and clients into ShipStation, Mintsoft and the relevant store or portal, following the order-number and address conventions for each program
• Process order edits, cancellations, holds and rush requests, and confirm back to the requester with the updated order number and ship-by date
• Prepare and check ShipStation import files for small batch sends when the address list comes in by spreadsheet, including 35-character address abbreviation for international carriers

Proactive tracking and customs follow-through (about 15%)

• Monitor a daily watchlist of high-visibility shipments (executive gifts, event deadlines, international kits) in ShipStation, DHL Express and FedEx
• Spot shipments that are stalled, on hold, returned to sender or awaiting customs information, and contact the recipient or client before the carrier deadline lapses
• Respond to carrier and broker requests for commercial invoices, itemized declarations, EORI or VAT details and importer-of-record corrections; escalate anything that is a regulatory judgment call to the trade compliance owner
• Keep the tracking sheet for each watched program current and flag anything at risk to the program's account manager the same day

Fulfillment exception notifications (about 15%)

• Run the daily exception process with the Dublin floor: as soon as an out-of-stock, reduced-quantity, substitution or order edit is identified, notify the customer and log the exception on the order
• Draft clear, plain-language notices using the approved templates, and track the customer's decision (wait, substitute, reduce, cancel) through to the order update
• Report the exceptions you sent each day so the fulfillment team can see what is waiting on a customer response

What we are looking for: Required

• 2+ years in customer support or order management for an e-commerce, fulfillment, logistics or corporate-gifting business
• Clear, warm written English; most of the job is written replies to recipients and clients
• Right to work in Ireland and able to be in the Dublin office on the designated in-office days
• Experience with at least one shipping or order platform (ShipStation, Mintsoft, Shopify or similar) and at least one shared-inbox or CRM tool (HubSpot, Zendesk, Front, Gorgias or similar)
• Careful with details: addresses, sizes, quantities and order numbers must be right the first time
• Able to hold a dozen open threads at once, prioritize by ship date, and follow each one to closure without being reminded
• Willing to flex start and finish times occasionally to overlap with the US team

Preferred

• Experience with HubSpot conversations or tickets
• Working knowledge of EU and UK cross-border shipping: commercial invoices, HS codes, EORI, DDP versus DAP, customs holds
• A second European language (German, French, Spanish, Dutch or Portuguese are the most useful for our recipient base)
• Spreadsheet skills for order imports and tracking lists (Google Sheets or Excel, CSV handling)
• Experience supporting corporate gifting, employee kits or branded webstore programs

What we offer:

• Hybrid schedule: Dublin office as your base with work-from-home on set days each week
• A small site team with direct access to the fulfillment floor, the customer support team and operations leadership in Minneapolis
• Onboarding on our programs, templates, customs processes and exception workflow, and ongoing training on new platforms
• Competitive salary and benefits for the Irish market

Pay: €30,000.00-€35,000.00 per year

Benefits:

• Company events
• Company pension
• On-site parking
• Sick pay
• Work from home

Ability to commute/relocate:

• Swords, County Dublin: reliably commute or plan to relocate before starting work (required)

Experience:

• customer support or order management: 2 years (required)
• shipping or order systems: 1 year (preferred)

Work authorisation:

• Ireland (required)

Work Location: Hybrid remote in Swords, County Dublin