Customer Service Representative

TITLE: Customer Service Representative – Level 1

REPORTING TO: Customer Experience Supervisor

SUPERVISORY RESPONSBILITIES: N/A

LOCATION: Charlotte, NC

THE COMPANY

From humble beginnings, GALE Pacific has grown to become a global leader in technical fabrics and consumer products that protect our customers day after day, year after year. With over 600 team members across locations in Australia, New Zealand, USA, China and the UAE, our global presence allows us to continually innovate and build on a rich history dating back to 1951. Our Coolaroo® consumer products sold through major retailers globally include Shade Sails, Shade & Garden Fabrics, Outdoor Blinds and Shade Structures. GALE Pacific Commercial Fabrics include knitted, coated and advanced polymer fabrics used for agriculture, construction, mining and packaging.

OUR VALUES

Integrity

We do what is right. We are honest and ethical, worthy of the trust of others. It is the price of entry to our team.

Respect

Respect guides the way we operate at all levels – with consumers, customers, suppliers, investors, the community, and our own team. ​

Collaboration

We believe in the power of working together in a collaborative way. Every function and every role is as important as each other.

​People

People are the heart and soul of our business. We continually strive to provide a safe, supportive, and engaging environment for our team to achieve their full potential. ​

Community

We are proud to be part of the communities we operate in globally. We are committed to supporting local causes and always operating in an environmentally responsible manner at all times.​

Innovation

Creative thinking inspires innovation in everything we do. We seek and value ideas from our team that improve our products and provide meaningful benefits to our consumers and customers.

LEADERSHIP BEHAVIOURS

Drives for Results

Communicates Clear Vision Consistently​

Holds Self and Others Accountable​

Doesn’t Give Up​

Owns Successes and Failures​

Inspires us in Tough Times​

Exemplifies Authenticity

Willing to be Vulnerable​

Genuinely Cares for People on Their Team​

Words and Actions Match​

Makes Employees Feel Open and Comfortable

Has a Consistent Approach to Decision Making​

Develops and Empower Others

Provides Timely Open and Honest Feedback​

Empowers Individuals and Teams​

Makes Everyone Feel Valued for the Work They do​

Sets SMART Stretch Goals​

Gives People an Individual Growth Plan​

Fosters Collaboration

Develops Ideas With Input From Others​

Maintains an Open Mind and Listens​

Is Inclusive​

Drives Teamwork Between Functions​

Creates a Learning Environment​

Acts with Courage

Challenges the Status Quo​

Makes Tough Decisions

Is Not Afraid to Have Difficult Conversations​

Actively Leads the Team Through Challenges

OVERVIEW OF ROLE OR HOW THE ROLE MAKES AN IMPACT

We are seeking an enthusiastic and detail-orientated Customer Service Representative – L1 to join our dynamic team. In this role, you will be the first point of contact for our customers, providing excellent service, resolving inquiries, and ensuring a positive customer experience. Your contributions will directly impact customer satisfaction, retention, and loyalty, playing a vital role in strengthening our brand reputation. By accurately processing orders and resolving issues efficiently, you will support the company’s operational goals and hep drive overall business success.

This position is ideal for candidates who thrive in a fast-paced environment and are passionate about delivering outstanding customer support.

FLSA STATUS: Hourly/Non-exempt

JOB RESPONSIBILITIES

• Respond promptly to customer inquiries via phone, email, chat, or CRM systems in a professional manner.
• Directly communicate with customers and consumers to provide accurate information and support
• Handle and resolve customer complaints effectively, ensuring a positive outcome.
• Process customer orders, return authorizations, and warranty claims with attention to detail.
• Gather and report data for quality control to support continuous improvement initiatives.
• Perform basic mathematical calculations as required for accurate order processing or issue resolution.
• Check customer portals to update order statuses, inventory levels, and return authorizations ensuring accurate information is reflected.
• Interface with internal teams, including finance, marketing , product, and sales to address customer needs and ensure seamless communication.
• Maintain up-to-date knowledge of products, policies, and procedures to assist customers effectively.
• Document all interactions and resolutions thoroughly in the CRM system for future reference and reporting purposes.

SKILLS & EXPERIENCE:

• 1-3 years of experience in a call center or retail environment with direct customer contact is required.
• Strong communication and interpersonal skills with a focus on customer satisfaction.
• Highly detail-orientated and organised, with the ability to multitask and prioritize effectively in a fast-paced environment.
• A proactive mindset, with a willingness to adapt to new challenges and contribute to team goals.
• Demonstrate reliability and a commitment to excellence is customer service.
• Positive, solutions-orientated attitude with a desire to learn and grow within the organization.
• Familiarity with the home improvement, consumer goods, seasonal categories, textiles, or manufacturing industries is preferred.
• Strong critical thinking and problem-solving skills with the ability to challenge assumptions and drive process improvements.

QUALIFICATIONS:

• High school diploma or equivalent; additional education or certifications in customer service is a plus.
• Ability to type 50 words per minute
• Ability to answer 75 telephone calls a day
• Ability to answer calls and live chat sessions simultaneously.
• Competent with Microsoft Office (Word, Excel, Outlook etc); Intermediate skills in MS Word and MS Excel a plus
• Strong internet research skills
• Strong computer skills

PHYSICAL DEMANDS:

• Frequent periods of standing and sitting
• Ability to hear, with or without, a hearing aid.
• Ability to see clearly, with or without, the aid of glasses or contact lenses.

LANGUAGE:

• Fluently read, comprehend, write, and communicate in the English language.
• Proficiency in Spanish and/or other languages is desirable.