Customer Support / Quality Assurance Coordinator

DescriptionLocation: Temecula, CACompensation: $21-$24/hr commensurate with experienceAbout Tourmaline EnterprisesFor over 27 years, Tourmaline Enterprises has been a trusted partner to manufacturing and packaging teams worldwide, providing reliable industrial inkjet printing systems for coding and marking production lines. Our solutions help clients meet their production needs for lot numbers, barcodes, expiration dates, logos, and more—backed by responsive U.S.-based support and a team committed to accountability, transparency, and results.With a global reach across 10+ countries and 500+ clients, we take pride in combining cutting-edge print solutions with personal, expert guidance to help production teams and distributors succeed.The OpportunityWe are seeking a Customer Support / Quality Assurance Coordinator to ensure customers receive timely, accurate, and empathetic assistance with their equipment, orders, and service needs—while maintaining the highest level of quality and accuracy in every shipment that leaves our facility.This role bridges customer support and operational quality, acting as both the first line of communication for customers and the final set of eyes before products ship out. You’ll play a key role in customer satisfaction, error prevention, and continuous improvement within our order fulfillment process.What You’ll OwnServe as the first point of contact for customer inquiries via phone, email, and ticketing system.Troubleshoot common issues and escalate complex cases to Operations or Service as needed.Coordinate with Inside Sales for ink reorders, customer follow-ups, and order tracking updates.Maintain the customer support inbox and ensure timely, accurate communication.Review and verify all outbound shipments prior to leaving the warehouse — ensuring accuracy of contents, labeling, and documentation.Partner with the Shipping Coordinator to double-check orders for accuracy, completeness, and correct configuration.Track and report recurring shipping or product issues to Operations for root-cause analysis and process improvement.Maintain and update the support knowledge base, including FAQs and troubleshooting documentation.What Success Looks Like100% of outbound orders verified and shipped error-free.All customer support inquiries responded to within 24 hours.Improved customer satisfaction scores (CSAT/NPS).Recurring quality issues documented, tracked, and resolved in collaboration with Operations.Clear, well-organized documentation of customer and shipping processes.RequirementsWhat We’re Looking For2+ years of experience in customer service, order fulfillment, or quality assurance.Strong attention to detail and pride in ensuring accuracy.Excellent written and verbal communication skills with a customer-first mindset.Familiarity with CRM, or ticketing systems.Ability to multitask across shipping verification and customer communication.Experience in a manufacturing, industrial distribution, or logistics environment preferred.Proficiency in Microsoft Office and comfort learning new systems quickly.Why Join Tourmaline Enterprises?Credibility & Stability: 27+ years in business, 500+ clients, global distribution in 10+ countriesHigh-Impact Role: Direct impact on operational scalability and company-wide performanceSupportive Culture: Core values of Inspirational, Accountability, Transparency, Discipline, Alignment, and Results Oriented Growth Potential: Opportunity to shape the operations team and grow into an executive roleCompetitive Pay: Strong base salary + bonus potentialCompensation & BenefitsStarting pay rate: $21-$24/hr commensurate with experiencePerformance bonus: Up to 10% of base salary, based on achievement of key performance indicators (KPIs,) paid quarterly$150/month flex pay stipendCompany-paid travel for client meetings and trade showsHow To ApplyIf you’re detail-oriented, customer-focused, and thrive on ensuring things are done right the first time, we’d love to hear from you. Apply today and grow with a trusted industry leader.Please include a short (1–3 minute) video to hr@tourmalineenterprises.com explaining why you want to join Tourmaline Enterprises, what you bring to the role, and why you believe you’re a great fit.Commitment to DiversityAs an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Tourmaline Enterprises recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.