Customer Service Specialist

Job Description

JOB DETAILS

Job Title: Customer Service Specialist

Location: Remote

Work Shift: EST Timezone

Working Hours: 10-20 hours/Part-time, potential to transition to Full-time

JOB DESCRIPTION:

We are looking for a motivated and customer-focused Customer Service Specialist to join our team. Grain Wood Furniture is a family-owned company dedicated to designing and crafting high-quality, sustainable furniture that is built to last. We take pride in offering solid wood furniture made from 100% pine sourced from renewable, eco-friendly forests. Since our founding in 2015, our mission has been to provide affordable, well-crafted furniture while upholding our commitment to sustainability and customer satisfaction. We are passionate about creating products that not only enhance living spaces but also have a positive impact on the environment.

In this role, you will deliver exceptional support to our customers, primarily through Zendesk, multiple eCommerce Marketplace Platforms and phone channels. You’ll assist with order inquiries, product questions, returns, troubleshooting, and issue resolution, ensuring a positive experience with every interaction.

Training and Development:
Please note that becoming fully trained in this role will take 3-4 weeks of one-on-one training, during which you’ll gain hands-on experience with our products and processes. After that, it typically takes a few  months to feel 100% comfortable with the product knowledge and troubleshooting aspects of the position. We are committed to helping you develop your expertise over time, so your ability to troubleshoot and provide accurate solutions will grow steadily.

We are looking for someone eager to contribute to our team and grow with us, with the intention of staying in the position for at least two years.

Key Responsibilities:

• Manage customer inquiries, support tickets, and order-related issues through Zendesk and eCommerce Marketplace Platforms, ensuring timely responses and effective resolution of customer concerns.
• Provide high-quality, responsive support to customers via phone, addressing inquiries, troubleshooting product issues, and assisting with order tracking and returns.
• Assist customers with order tracking, status updates, and provide clear communication regarding delivery times and any potential delays.
• Answer customer questions about products, including features, availability, and troubleshooting, ensuring customers have accurate information to make informed decisions.
• Investigate and resolve product-related or service-related issues promptly, offering suitable solutions to ensure customer satisfaction.
• Assist customers with return requests, follow company procedures, and guide them through the return/exchange process while maintaining a positive experience.
• Ensure that all interactions with customers are positive, professional, and supportive, upholding the company’s commitment to excellent customer service.
• Accurately document all interactions with customers, including issues, resolutions, and feedback, ensuring records are up-to-date in Zendesk.

Requirements

Qualifications:

• Proven experience in customer service, preferably in an e-commerce or product-based environment.
• Strong written and verbal communication skills with the ability to clearly explain complex issues and solutions to customers.
• Experience with Zendesk or similar customer support software is highly preferred.
• Comfortable handling customer calls and emails with professionalism and patience.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Strong organizational skills with attention to detail and the ability to multitask in a fast-paced environment.
• A positive attitude and a passion for helping customers succeed.
• Experience handling customer inquiries and support across various e-commerce marketplaces.

Desired Skills:

• Open-mindedness and a strong willingness to learn, adapt and grow in product knowledge and troubleshooting skills that are constantly evolving.
• Ability to effectively overcome customer pushback, remaining professional and empathetic while finding solutions to resolve concerns.
• Prior experience with returns, exchanges or order management systems. 
• Experience with basic furniture assembly is helpful but not required.