COMPANY SUMMARY
HexArmor® is a leader in providing some of the most advanced PPE solutions for hands, arms, and body. At HexArmor®, we believe safety is not a luxury—it’s a necessity. Since day one, we have partnered closely with our customers to deliver innovative PPE solutions that keep workers safe.
JOB SUMMARY
The Customer Service Intake Specialist is responsible for managing HexArmor’s shared customer service inbox and ensuring all external customer communications requiring action are properly captured, documented, and routed through the JIRA ticketing system.
This role serves as the front door for customer requests and is critical to providing visibility into daily request volume, response times, and resolution performance. The Intake Specialist ensures every actionable email is converted into a JIRA ticket with accurate categorization, attachments, and timestamps, enabling the Customer Service team to operate efficiently and consistently.
RESPONSIBILITIES
- Monitor and manage the shared Customer Service Outlook inbox
- Review inbound external customer emails and identify requests requiring action
- Create JIRA tickets for all actionable customer requests with accurate categorization, priority, and routing
- Attach original customer emails and supporting documentation to JIRA tickets
- Ensure timely intake of requests to support SLA tracking and reporting
- Maintain visibility into daily request volume, backlog, and ticket aging
- Partner with Customer Service leadership to identify trends, bottlenecks, and process gaps
- Follow established intake, triage, and escalation procedures
- Support continuous improvement of inbox management and ticket intake workflows
- Communicate effectively with Customer Service team members regarding intake questions or clarification needs
QUALIFICATIONS
- High school diploma required; associate or bachelor’s degree preferred
- 1–3 years of experience in a customer service, administrative, or operations support role
- Experience working with shared inboxes or ticketing systems preferred
- Strong proficiency in Microsoft Outlook and Microsoft Office
- Experience working in JIRA or a similar ticketing system preferred
- Exceptional attention to detail and organizational skills
- Strong written communication skills
- Ability to quickly assess and accurately categorize incoming requests
- Ability to manage high email volumes in a fast-paced environment
- Comfortable working within defined processes and service-level expectations
COMPENSATION
- Hourly + Bonus
ADDITIONAL BENEFITS
- Full Medical, Dental, and Vision Insurance
- 401(k) Match
- Paid Time Off and Holiday Vacation
- Opportunity to keep people safe with a premium product
HexArmor is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where all individuals are treated with dignity and respect. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law.
At HexArmor, we believe diversity in people and ideas makes us stronger. We are committed to attracting and retaining a diverse employee workforce honoring people’s experiences, perspectives, and cultural backgrounds. As one HexArmor community, we strive to create and maintain a working environment that is welcoming, inclusive, and impartial.
If you require a reasonable accommodation during the application or interview process, please let us know.
*Employment offers are contingent upon an E-Verify check and the successful completion of a pre-employment drug screen.
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What We Do
HexArmor® is an industry-leading manufacturer of high-performance personal protective equipment (PPE). Our mission has always been the same: to be the trusted advisors for your safety program. From the beginning, we set out to create the safest, highest quality products on the market. Our technologies have broken new ground in cut, puncture, needle, impact and abrasion resistance. HexArmor® products deliver the highest possible levels of protection, without sacrificing comfort and dexterity. At HexArmor®, we believe safety is not a luxury – it’s a necessity. Since day one, we've worked hand in hand with our customers to deliver innovative and effective PPE solutions to keep their workers safe. Like the industry-leading companies we work with, we’re committed to continuous improvement and the highest standards of safety excellence. Every worker should be able to go home at night in the same condition that he or she went to work. Our mission is to provide the products that help make this a reality, for every worker, everywhere. We work with some of the largest companies in the world to build comprehensive safety programs that reduce injury rates and create a safer, more productive work environment. HexArmor® has helped global enterprises eliminate hand injuries while also lowering the overall cost of PPE ownership during normal operations as well as turnarounds.
