Customer Service Associate

Fleet Glass Services, Inc.; Virginia Beach, Northern (VA, KY); Hybrid; USD 23,000 - 32,000; Full time

Job summary

Born Primitive is seeking a Customer Service Associate to be the direct voice to customers, handling orders, product guidance, and service across email, chat, phone, and reviews. You will uncover insights to shape product experience and partner with teams to turn feedback into action.

In this role you’ll advocate for the community, resolve issues, and maintain a positive, professional attitude while supporting sales goals. This is a full‑time hourly position with a strong service focus.

Qualifications

• Minimum Qualifications: High School Diploma or equivalent.
• Preferred: Bachelor’s Degree or Equivalent Work Experience.
• 2+ years in customer contact/service.
• Apparel industry experience preferred.
• Ability to work in a fast-paced environment.
• Strong communication and teamwork.
• Proficient with computers and quick to learn new programs.
• Willing to work a Monday–Friday, 7:00am–5:00pm window; some weekends/holidays.

Responsibilities

• Maintain brand knowledge and embody company culture.
• Respond to customer inquiries across channels (phone, email, chat, reviews).
• Process orders, address discrepancies, and document actions.
• Collaborate with Ecommerce, Returns, Product, Fulfillment, and Supply Chain teams.
• Monitor analytics and implement changes to meet sales and service goals.
• Provide positive, empathetic, professional customer interactions.
• Assist in other departments as needed to complete tasks.

Skills

Communication

Teamwork

Adaptability

Fast-paced environment

Tech-savvy

Education

High School Diploma or equivalent

Bachelor’s Degree or equivalent experience

Job description

Are you ready to build a career that’s not just a job but a meaningful journey? At Born Primitive, we offer more than just work — we offer a dynamic, collaborative environment where passion meets purpose. With exceptional work-life balance and a team that feels like family, you’ll thrive both personally and professionally.

Born Primitive is proudly Veteran-owned and operated, deeply rooted in the values that make our nation great: sacrifice, honor, and unwavering commitment to freedom. We’re inspired by the men and women who embody these principles, and we strive to carry their legacy forward. Our team members don’t just work here — they reflect these values in everything they do, becoming a vital part of a mission larger than themselves.

If you’re passionate about making an impact and want to grow with a company that stands for something greater, Born Primitive might be the perfect fit for you. Join us, and be part of a team that inspires and uplifts, every single day.

Position Summary/Objective:

The Customer Service Associate is more than a support role, they are the direct voice of Born Primitive’s customers. By building meaningful connections with customers through email, chat, phone, and review platforms, they provide order assistance, product guidance, and exceptional service while uncovering valuable insights that help shape the future of our brand.

Every customer interaction is an opportunity to advocate for our community, identify trends, and influence improvements to our products, processes, and overall customer experience. Customer Service Associates ensure our customers feel heard, valued, and supported, while partnering across the business to turn customer feedback into meaningful action.

With a positive, empathetic, and solutions-oriented approach, the Customer Service Associate helps customers confidently navigate our products and resolve issues, all while embodying Born Primitive's culture and brand ethos. Their ability to champion the customer perspective plays a vital role in strengthening customer loyalty, driving brand growth, and helping shape the direction of Born Primitive.

Essential Job Functions:

• Maintain thorough knowledge of our brand by fully learning our products, understanding our brand ethos and embodying our company culture
• Ensure all customer outreach is fielded and closed within the expected timeframe
• Maintain a consistent customer experience across all applicable markets (US, EU, CA)
• Assist customers with corrective actions such as, fixing order discrepancies and document such corrective actions in our online systems.
• Communicate and assist customers with inquiries concerning orders, service, billing, shipping, returns, product experience, account set-up and website usage through various channels. (i.e., phone calls, social media platforms, emails).
• Participate in optimizing systems such as Gorgias, AI Agent, Okendo, Loop and others as a part of the greater customer experience
• Learn and become proficient across multiple operating systems such a Netsuite and our warehouse management system, RF Smart
• Collaborate with other Born Primitive teams such as Ecommerce, Returns and Exchanges, Product and Development, Fulfillment and Supply Chain to deliver customer feedback and solve customer problems in a timely manner
• Review information and analytics from multiple systems and reports daily to implement changes in business operations as needed to meet sales, customer growth and service goals.
• Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times
• As a collaborative work environment, Born Primitive’s expects that all employees assist in multiple departments if/when a department needs assistance. If the Customer Service Associate is caught up on responsibilities, it is expected they practice job sharing and assist in other departments as needed in order to get the job done.

Minimum Qualifications:

High School Diploma or equivalent (Required)

Bachelor’s Degree or Equivalent Work Experience (Preferred)

2+ years of related customer contact/ service industry experience preferred.

Apparel Industry Experience (Preferred)

Ability to work in a fast-paced environment and remain flexible to constant changes

Good communication skills and ability to work with a team

Strong computer skills and the ability to learn new programs quickly

Create and maintain a quality, professional work environment. Maintain a positive relationship with all co-workers and colleagues

Must be available to work flex schedule of Monday - Friday, 8 hours per day between 7:00am and 5:00pm. Occasional weekends and holidays.

Must be willing and able to lift packages anywhere from 2-50lbs.

Physical Requirements of the Job:

The physical demands described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Key: Constant, Frequent, Occasional, Rare

Physical Requirements:

Frequency:

Constant

Standing

Occasional

Walking

Occasional

Occasional

Bending/Stooping/Crouching

Occasional

Pushing/Pulling (up to 50 pounds)

Occasional

Grasping and Using Hands

Constant

Lifting/Carrying

Occasional

Near Vision

Constant

Far Vision

Frequent

Hearing

Constant

Speaking

Frequent

Working in Extreme Conditions (Heat/Cold)

Occasional

Lifting Boxes 10+ lbs

Occasional

Is Travel Required? If yes, how much?

Occasional

GENERAL INFORMATION

This job description is not intended to provide a complete and comprehensive list of all job duties, requirements, and responsibilities. Instead, it is provided as a general overview of the expectations for the position. This industry functions five days a week, eight hours per day, and sometimes more. Regular attendance in accordance with company standards is essential for success in this position.

COMPENSATION INFORMATION

Born Primitive is committed to pay transparency. The compensation for this position is $20.00/hour. This is a full-time hourly position.