Customer Experience Specialist - Inbound Support

SunSetter Products Limited; Northern (KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Springs Window Fashions is seeking a Customer Service Representative to join our inbound support team. You will handle inquiries via phone, email, text, or social media and provide accurate product information with a customer-first mindset.

You will guide customers through product selections, process orders and quotes, assist with post-sale questions, monitor order status, and collaborate with sales, production, and shipping to ensure timely resolutions.

Qualifications

• Strong customer communication skills, clear written and verbal.
• Ability to build rapport with customers and maintain relationships.
• Problem-solving and analytical skills to assess needs quickly.
• Proficiency in basic computer applications and learning new systems.
• Ability to multitask in a fast-paced customer service environment.
• Dependable with attendance, performance, and service expectations.

Responsibilities

• Handle a high volume of inbound inquiries via phone, email, text/chat or social media.
• Provide accurate product information with a customer-first mindset.
• Guide customers through product selection and clarify needs.
• Process sample swatch orders, quotes, and new orders.
• Verify order details for pricing, specs, and delivery.
• Communicate timelines, options, and next steps to customers.
• Provide post-sale support and serve as primary contact for order questions.
• Monitor order status, shipment details, and delivery timelines.
• Troubleshoot issues using guides and escalate as needed.
• Perform order adjustments: replacements, repairs, remakes.
• Process customer credits and document resolutions.

Skills

Customer communication

Problem solving

Multitasking

Empathy & patience

Tools

Microsoft Office

CRM systems

Order entry tools

Job description

Springs Window Fashions is seeking a Customer Service Representative to join our inbound support team. You will handle inquiries via phone, email, text, or social media and provide accurate product information with a customer-first mindset.

You will guide customers through product selections, process orders and quotes, assist with post-sale questions, monitor order status, and collaborate with sales, production, and shipping to ensure timely resolutions.