Consumer Services Support Associate

Sauder; Northern (KY); Hybrid; USD 26,000 - 30,000; Full time

Job summary

Sauder Woodworking, part of Sauder Family Companies, seeks a Customer Service Support Associate to deliver honest, friendly, timely service by phone, email, and chat.

Join Sauder Consumer Services, a Center of Excellence, and help customers with product information, warranties, assembly support, and order processing while meeting quality metrics.

This role offers a dynamic inbound contact center environment with opportunities for growth and a commitment to work-life balance.

Qualifications

• Associates degree or equivalent preferred.
• Customer service or contact center experience a plus.
• Strong written and verbal communication.

Responsibilities

• Communicates directly with consumers by phone, email, and chat.
• Provides accurate product, assembly, warranty, and replacement part information.
• Accurately processes orders in accordance with established best practices.
• Collects, documents, and shares consumer feedback thoroughly and accurately.
• Meets department expectations for productivity and contact quality metrics.

Skills

Communication skills

Patience & empathy

Cognitive agility

Attention to detail

Microsoft Office

Education

Associate degree or equivalent

Tools

SAP

Microsoft Office

Job description

Posted Tuesday, August 18, 2026 at 4:00 AM

Sauder Family Companies is a family-owned group of manufacturing businesses headquartered in Archbold, Ohio.
Ac ross Sauder Woodworking, Sauder Building Products ,andSauder Manufacturing , we design, manufacture, and market furniture, cabinetry, closets, and specialized commercial furnishings that serve customers throughout North America. With a legacy spanning more than 90 years, we are united by a commitment to craftsmanship, innovation, customer service, and creating opportunities for our team members and communities.

Sauder Woodworking is North America’s leading producer of ready-to-assemble furniture and one of the top five residential furniture manufacturers in the United States. We are seeking a motivated, customer-first professional to join our Consumer Services team. As a Consumer Service Support Associate, you will deliver an exceptional experience with every interaction by providing honest, friendly, timely, and knowledgeable service.

If you are a strong collaborator, an eager learner, and someone who thrives in an upbeat, engaging inbound contact center environment, this may be the career opportunity you’ve been looking for. Sauder Consumer Services is a nationally recognized Center of Excellence*. We provide warranty service for replacement parts, assembly assistance, and product information by email, phone, and chat Monday through Friday, 8:30 AM to 5:00 PM ET.

KEY RESPONSIBILITIES

• Communicates directly with consumers by phone, email, and chat
• Provides accurate product, assembly, warranty, and replacement part information
• Accurately processes orders in accordance with established best practices
• Collects, documents, and shares consumer feedback thoroughly and accurately
• Meets department expectations for productivity and contact quality metrics

QUALIFICATIONS

Excellent written and verbal communication skills

• Handles emails, calls, and chats with professionalism and care
• Communicates clearly and effectively using proper grammar and punctuation
• Navigates multiple applications while managing customer contacts efficiently
• Processes orders and shares information accurately, efficiently, and professionally
• Follows established procedures and best practices consistently

Problem-solving and decision-making skills

• Actively listens and asks clarifying questions when needed
• Collaborates with others to evaluate options and identify solutions that deliver the best results
• Applies both creative and analytical thinking to resolve issues
• Demonstrates basic math skills
• Reviews work carefully for completeness, accuracy, and quality
• Completes repetitive or routine tasks with consistency and attention to detail
• Follows required procedures to ensure tasks are completed thoroughly and correctly

Patience and empathy

• Recognizes customer concerns and responds with understanding and professionalism
• Responds respectfully and without judgment
• Builds trust through positive, helpful, and reliable service

Technical proficiency

• Proficient in Microsoft Office applications
• Learns new software applications quickly and confidently
• SAP experience is a plus
• Performs consistently within department metrics and expectations
• Works toward individual goals with focus and accountability

Cognitive agility

• Adapts quickly and shifts priorities or approaches as needed
• Remains open to new ideas, feedback, and process improvements
• Participates in projects or tasks outside of daily responsibilities as needed

Education & Experience

• Associate degree, professional certification, or equivalent combination of experience and training preferred
• Previous customer service or contact center experience is a plus

PAY SUMMARY

Expected offer range: $19.50/hour - $22.95/hour. The actual salary will be based on factors such as relevant experience and skills. The max salary listed is not the top of the pay band.

PHYSICAL DEMANDS

The physical demands described below are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk and must occasionally lift and/or move up to 50 pounds. Assembly of ready-to-assemble furniture is required for training purposes.

*Center Of Excellenceis certified by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.

Sauder is a family company, so we believe in a healthy work-life balance for our employees. We want employees to know their time here is more than just a job--they can build a life-long career at Sauder. We have a culture of continuous improvement and internal advancement.

• We provide 3 weeks of vacation and a full benefit package beginning at 30 days.
• Other perks include 401(k), a company-funded health savings account, free counseling, furniture discounts, and tuition reimbursement.

Equal Opportunity/Affirmative Action Employer M/F/Disabled/Veteran