What are the responsibilities and job description for the Customer Service Representative- Home Products position at Earthbound?
Job Overview
We are seeking a dedicated and detail-oriented Customer Service Representative to support our private brand’s product line and cater to high-profile clients. This role demands exceptional interpersonal skills, empathy, prompt problem-solving abilities, and extensive product knowledge. The ideal candidate will oversee customer interactions, track product samples under development, collaborate with suppliers, and maintain a comprehensive product catalog. A team-oriented mindset, adaptability, and strong organizational skills are essential.
It's important to note, this role is not located in a call center, nor is that the type of role that it is. Most inquiries are managed via email either responding directly, or supporting others with information so they can respond and address the customer needs.
We are operating in a hybrid structure where candidates will be in person at our office in Bentonville, AR Monday- Wednesday and can work remotely Thursdays and Fridays.
Key Responsibilities
Customer Support & Relationship Management
We are seeking a dedicated and detail-oriented Customer Service Representative to support our private brand’s product line and cater to high-profile clients. This role demands exceptional interpersonal skills, empathy, prompt problem-solving abilities, and extensive product knowledge. The ideal candidate will oversee customer interactions, track product samples under development, collaborate with suppliers, and maintain a comprehensive product catalog. A team-oriented mindset, adaptability, and strong organizational skills are essential.
It's important to note, this role is not located in a call center, nor is that the type of role that it is. Most inquiries are managed via email either responding directly, or supporting others with information so they can respond and address the customer needs.
We are operating in a hybrid structure where candidates will be in person at our office in Bentonville, AR Monday- Wednesday and can work remotely Thursdays and Fridays.
Key Responsibilities
Customer Support & Relationship Management
- Provide exceptional customer service to VIP clientele, ensuring a premium experience.
- Assess and address customer needs promptly, offering effective solutions via email and occasionally via phone.
- Maintain in-depth knowledge of our product line to offer expert guidance.
- Handle inquiries with professionalism, empathy, and discretion.
- Monitor and track product samples, including those under development, ensuring timely delivery and feedback collection.
- Collaborate with suppliers and internal teams to coordinate sample logistics.
- Create and maintain a master catalog of all products, ensuring accuracy and accessibility.
- Accurately document client interactions, feedback, and resolutions in company systems.
- Gather and analyze customer feedback to inform product development and enhance service quality.
- Maintain detailed records of product sample distribution and supplier communications.
- Work cross-functionally with sales, product development, and logistics teams to ensure a seamless client experience.
- Participate in team meetings, provide insights, and contribute to continuous improvement efforts.
- Adapt to coaching and feedback, demonstrating a willingness to grow and refine skills.
- Exceptional interpersonal skills with the ability to engage and build relationships with VIP clientele.
- Strong problem-solving abilities with a proactive approach to resolving customer concerns.
- High attention to detail, ensuring accuracy in data entry, sample tracking, and catalog management.
- Patience and adaptability, able to navigate high-pressure situations with professionalism.
- Coachability with a growth mindset and openness to feedback.
- Experience with supplier coordination and tracking product shipments is a plus.
- 2 years in customer service, preferably handling high touch brands
- Experience in product tracking, supplier coordination, or retail operations is advantageous.
- Familiarity with celebrity or influencer-led brands is a plus.
