Customer Service Associate

Rockler; Medina (MN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Employee discount pricing from various

Paid vacation & holidays

Medical, Dental, Vision plans

401K

A FUN PLACE TO WORK!

Job summary

Rockler in Medina, MN is seeking a Customer Care Center Associate I to expertly manage customer orders and inquiries across phone, mail, fax, email, and chat. The role emphasizes resolving issues with care, accuracy, and a customer-first approach in a full-time daytime schedule.

You'll handle account maintenance, order records, and occasional front desk support, while promoting products and services to enhance the customer experience.

Qualifications

• Woodworking knowledge is a plus.
• Ability to remain calm and courteous with customers.
• Ability to keep calls focused while promoting specials/add-on products.
• Able to multi-task effectively.
• Strong critical thinking skills.

Responsibilities

• Process orders via phone, mail, fax, email, or chat.
• Maintain and update customer accounts and order records.
• Answer calls professionally and manage high call volumes.
• Create/update customer accounts and manage specialized accounts.
• Assist customers with technical inquiries and escalate when needed.
• Aim for One Call Resolution and prompt decision-making.
• Address inquiries and complaints in line with company policies.
• Handle backorders, discontinued items, and declined payments.
• Stay organized to meet departmental objectives.
• Provide support at the Front Desk and manage order holds.

Skills

Woodworking knowledge

Calm under pressure

Call focus

Multi-tasking

Critical thinking

Job description

4365 Willow Drive Medina, MN 55340, 4365 Willow Dr, Medina, Minnesota, United States of America

Job Description

Posted Wednesday, August 26, 2026 at 5:00 AM

Join the Rockler Woodworking Family!

Are you passionate about woodworking or DIY projects? Do you thrive on helping others turn their creative visions into reality? Look no further! Join the Rockler family, a dynamic and innovative company dedicated to empowering woodworkers and do-it-yourselfers with top-notch products, education, and advice. Learn more about our company at www.rockler.com

Why Rockler?

Be part of a family-owned business that cherishes its customers and employees alike.

Join an industry leader committed to providing the most innovative products, ideas, and education to woodworking enthusiasts.

Embrace a culture that values teamwork, creativity, and a genuine passion for craftsmanship.

Full-time position Hours are Monday - Friday 9:30AM-6:00PM

Summary of Position

The role of Customer Care Center Associate I involves the precise management of customer orders, inquiries, and concerns across multiple communication channels, including phone, mail, fax, email, and chat. This position is responsible for addressing customer inquiries, resolving complaints, and providing effective solutions, all while ensuring a high standard of customer

Service.

major areas of accountability

• Processing orders via phone, mail, fax, email, or chat.
• Overseeing the processing of orders received via telephone, email, postal mail, and facsimile, in addition to maintaining and updating customer account and order records as required.
• Answering telephone calls in a professional and courteous manner, maintaining call control, and ensuring focus while multitasking to effectively process orders or requests. Efficiency and effectiveness are essential for managing incoming call volumes.
• Creating new customer accounts, updating existing account information, and managing specialized accounts.
• Engaging with customers on technical inquiries using available online resources; escalating complex queries to the product support department or Product Manager as required.
• Demonstrating critical thinking skills to resolve customer inquiries with an emphasis on achieving One Call Resolution and making prompt decisions.
• Addressing customer service complaints and inquiries via telephone or email by providing solutions that align with company policies and objectives, while clearly and professionally articulating the resolutions with proper grammar and punctuation.
• Manage orders that contain backorders, discontinued merchandise, and declined payment transactions and correspond with the customer correctly.
• Maintaining organization to achieve overall departmental objectives.
• Exhibiting confidence in personal capabilities and belief in the company’s offerings.
• Possessing a pleasant telephone demeanor and demonstrating strong customer empathy, while displaying poise, articulation, self-assurance, and approachability.
• Acquiring knowledge and assistance with supplementary responsibilities, including providing support at the Front Desk, managing order holds, processing gift card activation.
• Regular attendance is a fundamental requirement for this position, and all employees are expected to be present during their scheduled shifts

requirements for position

• Woodworking knowledge a plus.
• Ability to remain calm and courteous with customers and others in times of stress.
• Ability to keep call focused while promoting specials and add-on products.
• Able to successfully multi-task
• Critical thinking skills

EMPLOYEE BENEFITS:

• Employee discount pricing from various manufacturers
• Paid vacation & holidays (for full-time positions only)
• Medical, Dental, & Vision plans (for full-time positions only)
• 401K
• A FUN PLACE TO WORK!

Rockler Companies is an Equal Opportunity Employer Committed to Inclusion and Diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

4365 Willow Drive Medina, MN 55340, 4365 Willow Dr, Medina, Minnesota, United States of America