Customer Care Associate I — Multichannel Support & Solutions

Rockler; Medina (MN); On-site; USD 22,000 - 28,000; Full time

Job summary

Rockler seeks a Customer Care Center Associate I to manage orders and inquiries across phone, email, and chat. You will handle new and existing accounts, escalate complex questions, and ensure timely resolutions while upholding service standards.

Responsibilities include processing orders, maintaining records, and supporting front desk duties. Prior experience in a care center and strong communication skills are required to succeed in this role.

Qualifications

• Minimum 1 year in a customer care center setting.
• Excellent keyboarding/data-entry skills.
• Strong communication abilities, both written and verbal.
• Ability to stay calm and courteous with customers under stress.
• Experience promoting add-on products and specials is a plus.

Responsibilities

• Process orders via phone, mail, fax, email, or chat.
• Maintain and update customer accounts and order records.
• Answer calls professionally and manage call flow while processing orders.
• Create or update customer accounts and manage specialized accounts.
• Assist customers with technical inquiries using online resources; escalate when needed.
• Aim for one-call resolution and prompt decision-making.
• Address complaints and inquiries per company policy with clear resolutions.
• Handle orders with backorders, discontinued items, or declined payments.
• Maintain organized records to meet department goals.
• Show confidence in company offerings and products.
• Assist at Front Desk, handle order holds, and process gift cards.

Skills

Customer service experience

Typing / data entry

Excellent communication

Multi-tasking

Critical thinking

Calm under pressure

Woodworking knowledge

Customer care center experience

Job description

Rockler seeks a Customer Care Center Associate I to manage orders and inquiries across phone, email, and chat. You will handle new and existing accounts, escalate complex questions, and ensure timely resolutions while upholding service standards.

Responsibilities include processing orders, maintaining records, and supporting front desk duties. Prior experience in a care center and strong communication skills are required to succeed in this role.