Front Desk & Operations Support at Dutch Clips LLC – Lancaster, Pennsylvania

The Front Desk & Operations Support (Flex) role serves as the first point of contact for customers, vendors, and visitors while supporting smooth day-to-day operations. This position manages incoming calls, emails, and walk-ins, coordinates order-related information, and helps ensure clear, timely communication between departments.

This role is critical in protecting production and operations teams from frequent interruptions, keeping customer communication organized, and preventing small issues from becoming larger problems. During slower periods, the position provides flexible, desk-adjacent operational support to help the company adapt to changing workloads and seasonal demand.

Front Desk & Customer Intake (Primary Responsibility)

• Answer incoming phone calls and greet walk-in visitors in a professional and friendly manner
• Identify the purpose of calls and visits and route them appropriately
• Take clear, complete messages and ensure proper follow-up
• Filterand handle unsolicited sales or spam calls according to company guidelines

Email & Order Intake Support

• Monitor the shared customer service email inbox throughout the day
• Sort and route emails by topic (order status, order changes, shipping issues, product questions, returns, etc.)
• Respond to basic inquiries using approved templates
• Escalate complex issues to the appropriate department or manager

Order & Internal Communication Support

• Print daily orders and work orders
• Clearly document order changes, holds, and special instructions
• Communicate relevant updates to shipping, production, or customer service teams
• Ensure information reaches the correct department in a timely manner

Flex Support (Seasonal & As-Needed)

During slower periods, provide flexible operational support while remaining available for phones, emails, and walk-ins.

Flex duties may include:

• Light utility or shop support work
• Basic splicing or preparation tasks (training provided)
• Other simple, clearly defined tasks that can be paused immediately

Flex responsibilities will decrease during peak seasons and always remain secondary to front desk duties.

Priority: Front desk, phone, and email responsibilities always take priority over flex tasks.

Reporting & Team Structure

• Reports to management
• Works closely with customer service, shipping, production, and shop teams
• Acts as a communication bridge without decision-making authority over production, quality, or refunds

Required Qualifications

• High school diploma or equivalent
• Experience in a receptionist, administrative support, customer service, or similar role
• Willingness to learn basic shop or utility tasks as needed
• Basic computer skills and comfort using email and internal systems

Skills & Attributes

• Clear and professional communication skills
• Strong organization and attention to detail
• Ability to shift tasks quickly and remain calm when interrupted
• Dependable, adaptable, and comfortable with changing daily workloads
• Good judgment in knowing when to escalate questions or issues

Physical & Work Requirements

• Ability to sit at a desk and work on a computer for extended periods
• Ability to answer phones throughout the day
• Ability to stand, walk, and perform light utility or splicing work as needed
• Ability to lift light to moderate items consistent with shop tasks