Overview
Customer Service Representative Jobs in Healdsburg, CA at theHRchick
Job Summary
The Customer Service Representative serves as a primary point of contact for Jacquard Products’ customers, distributors, retailers, artists, educators, and end users. This position provides exceptional customer service by responding to inquiries regarding products, orders, shipping, and general product information. The role is responsible for delivering a positive customer experience while supporting the efficient processing of customer requests and orders.
Duties/Responsibilities
- Responds to customer inquiries via phone, email, website submissions, and other communication channels.
- Provides direct-to-consumer (DTC) customer service support, including assisting customers with orders, product selection, shipping inquiries, returns, and issue resolution.
- Assists customers with product selection, order status, shipping information, returns, and general product usage questions.
- Provides information regarding Jacquard’s product lines, including textile dyes, fabric paints, inks, pigments, and other artist materials.
- Processes customer orders, changes, and cancellations in accordance with company procedures.
- Maintains accurate customer records and documentation within company systems.
- Investigates and resolves customer concerns related to orders, shipments, product availability, and product performance.
- Escalates complex product, technical, or customer issues to the appropriate department.
- Communicates with distributors, retailers, and sales representatives regarding customer needs and order-related matters.
- Assists in preparing customer service reports and tracking customer inquiries and feedback.
- Assists with product compliance activities, including maintaining records, gathering documentation, and supporting compliance initiatives as directed.
- Assists in the development, review, maintenance, and updating of standard operating procedures (SOPs) related to customer service and operational processes.
- Maintains current knowledge of Jacquard Products’ products, applications, promotions, policies, and applicable compliance requirements.
- Supports continuous improvement efforts by identifying trends in customer inquiries and recommending process improvements.
- Performs other related duties as assigned.
Required Skills/Abilities
- Excellent verbal, written, and interpersonal communication skills.
- Strong customer service orientation with the ability to build positive customer relationships.
- Ability to communicate product information clearly and professionally.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Effective problem-solving and conflict-resolution skills.
- Proficiency with Microsoft Office Suite and customer relationship management (CRM) systems.
- Ability to learn and retain information regarding art materials, dyes, paints, inks, and related products.
- Ability to maintain accurate records and follow established procedures and compliance requirements.
Education and Experience
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- Minimum of three years of customer service experience required.
- Experience in manufacturing, consumer products, art materials, craft products, or related industries preferred.
- Experience with order entry, inventory systems, ERP software, product compliance documentation, or SOP development preferred.
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Frequent use of telephone and computer systems.
- Must be able to lift up to 15 pounds occasionally.
Pay: $19.00 – $21.00 per hour
Work Location: In person
Title: Customer Service Representative
Company: theHRchick
Location: Healdsburg, CA
