Customer Service Representative

The Daylight Company; Kentucky; On-site; USD 36,000 - 48,000; Full time

Job summary

The Daylight Company is seeking a proactive Customer Service Representative based in the USA to handle B2B and B2C inquiries, process orders, manage warranty cases, and ensure a seamless customer experience across touchpoints. You will work with teams in London and the US to resolve issues accurately, while maintaining high customer satisfaction.

Responsibilities include order processing in NetSuite, coordinating with the US warehouse for on-time delivery, and tracking service metrics.

Qualifications

• Minimum 4 years of experience in a customer service role (wholesale/retail/product-based preferred).
• Strong written and verbal communication, professional and customer-focused.
• High attention to detail and strong organizational skills.
• Ability to manage multiple priorities and meet deadlines.

Responsibilities

• Serve as primary contact for US distributors, resellers, and direct customers via phone and email.
• Process B2B and B2C orders accurately and promptly (NetSuite).
• Coordinate with US distribution warehouse for timely dispatch and on-time delivery.
• Log, track, and resolve warranty cases; escalate recurring issues to Operations & Quality teams.
• Maintain accurate customer and order records in NetSuite and Brevo; support KPI tracking.

Skills

Communication

Attention to detail

Organizational skills

Multi-tasking

Cross-timezone collaboration

Tools

NetSuite

Brevo

CRM software

Job description

The Daylight Company is a leading market innovator in specialty lighting in Europe, USA and Australia. Established in London in 1987, the business developed following the recognition that people performing different tasks needed specifically designed quality lighting in their working environment.

We are looking for a proactive and detail-oriented Customer Service Representative to deliver high-quality support across both B2B and B2C channels. This role is responsible for managing customer enquiries, processing orders, handling warranty claims, and ensuring a seamless customer experience across all touchpoints.

Based in the USA, you will work closely with the US national sales manager and internal teams based in London including Warehouse, and Operations to resolve issues efficiently while maintaining high levels of customer satisfaction and operational accuracy. This role will report into the Sales & Customer Operations Manager

What You’ll be doing:

Order & Logistics Management

• Process B2B and B2C orders accurately and promptly in NetSuite.
• Coordinate with the US distribution warehouse to ensure timely dispatch and on-time delivery.
• Proactively monitor order status, backorders, and shipment exceptions, keeping customers informed.

Customer & Account Support

• Act as first point of contact for US distributors, resellers, and direct customers via phone and email.
• Build and maintain strong working relationships with B2B accounts to support the US national sales manager

Warranty & Aftersales

• Log, track, and resolve warranty cases and product issues in line with company aftersales processes.
• Escalate recurring quality issues to the Operations & Quality team with clear supporting detail.

Systems, Reporting & Process

• Maintain accurate customer and order records in NetSuite and Brevo.
• Contribute to customer service KPI tracking (phone, email, warranty, order processing, service quality).

What we’re looking for:

• Minimum 4 year experience in customer service role (ideally within wholesale, retail or product based)
• Strong written and verbal communication skills, professional and customer-focused.
• High attention to detail and organizational skills
• Accurate, detail-oriented, and comfortable managing multiple priorities.
• Able to work collaboratively across time zones with the UK-based team.
• Experience using CRM or ERP systems
• Experience supporting both B2B and B2C customers
• Familiarity with marketplace platforms (e.g. Amazon)
• Familiarity with warranty claims and returns processes