Customer Service Associate

Smithey Ironware Company; Charleston (SC); On-site; USD 42,000 - 44,000; Full time

Job summary

Join a rapidly growing company known for exceptional cookware as a Customer Service Associate. You'll create memorable customer experiences through direct interaction, addressing inquiries efficiently while embodying Smithey's brand values. This role offers a unique opportunity to engage with customers, ensuring their needs are met and fostering brand loyalty.

Qualifications

• 1-3 years of customer service experience, preferably in eCommerce.
• Excellent verbal and written communication skills.
• Empathetic, organized, and solutions-oriented.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Provide support for product questions, order concerns, and returns.
• Maintain accurate records of customer interactions.

Skills

Communication

Empathy

Problem Solving

Organization

Tech-savviness

Tools

Shopify

Re:amaze

Job description

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About Smithey Ironware

Join the Smithey Ironware team as we build the next great American cookware company. As a privately owned and fast-growing brand, we prioritize long-term, sustainable growth over short-term wins.We don’t make average cookware—we make exceptional cookware. And we understand that our online presence is our most powerful tool to not only convert shoppers into lifelong fans, but also to share the authentic story of our brand.

About Smithey Ironware

Join the Smithey Ironware team as we build the next great American cookware company. As a privately owned and fast-growing brand, we prioritize long-term, sustainable growth over short-term wins.We don’t make average cookware—we make exceptional cookware. And we understand that our online presence is our most powerful tool to not only convert shoppers into lifelong fans, but also to share the authentic story of our brand.

About The Role

At Smithey Ironware, we don’t make average cookware—we make exceptional cookware. And we believe every customer interaction should reflect that same level of excellence. As a Customer Service Associate, you will be the voice of Smithey, ensuring that each customer feels heard, understood, and valued. Whether it’s helping with product questions, solving order issues, or turning a tough moment into a brand-loyalty builder, you’ll play a key role in creating memorable experiences for our customers.

We view customer service not as a task, but as an opportunity—to share knowledge, create delight, and build long-lasting relationships with fans of our cast iron and carbon steel cookware. If you’re empathetic, resourceful, and thrive in a fast-paced environment, we’d love to meet you.

Key Responsibilities

• Serve as the first point of contact for customer inquiries via phone, email, and SMS
• Provide friendly, efficient, and knowledgeable support to address product questions, order concerns, returns, and general inquiries
• Maintain accurate records and documentation related to customer interactions
• Utilize systems such as Shopify and Re:amaze to manage tickets, orders, and customer communications
• Ensure each customer interaction aligns with Smithey’s expert voice and “customer-centric” values
• Spot trends in customer feedback and share insights with the broader team to help improve processes, products, or messaging
• Contribute to internal documentation and help build a scalable knowledge base for customer service operations
• Assist with fulfillment-related support, including lost/damaged packages, tracking requests, and exchanges
• Represent Smithey at occasional brand events and festivals
  
  

Qualifications

• 1–3 years of experience in customer service, preferably in an eCommerce or premium-brand environment
• Excellent verbal and written communication skills; confident in crafting clear, kind, and helpful responses
• Empathetic, organized, and solutions-oriented; you enjoy solving problems and turning a rough interaction into a positive one
• Familiarity with Shopify and help desk tools (such as Re:amaze or Zendesk) is a plus
• Comfortable working independently and collaborating across departments (Operations, Marketing, etc.)
• Tech-savvy and quick to learn new tools and systems
• Interest in cooking or cast iron is a bonus—but not required
  
  

The Pay Range For This Role Is

42,000 - 44,000 USD per year(Smithey HQ)

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Manufacturing

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