Customer Service Specialist

Winston Staffing; Hauppauge (NY); Hybrid; USD 50,000 - 53,000; Full time

Benefits offered by this job

Hybrid schedule

PTO 15 days? (not specified)

Job summary

Winston Staffing has partnered with a premier consumer goods designer and distributor in Hauppauge, NY to recruit a Customer Care Specialist. You will act as a brand ambassador, delivering white-glove, direct-to-consumer support and guiding customers through product inquiries and warranty claims.

The role emphasizes phone-based support, warranty coordination, order tracking, CRM/ERP usage, and collaboration with partners to ensure timely, empathetic resolutions.

Qualifications

• 3+ years of phone-based customer service experience in consumer goods or retail environments.
• Proficiency with Zendesk, AS400 or similar ERPs, Excel, and Outlook.
• Ability to troubleshoot product and warranty-related issues and provide clear guidance.

Responsibilities

• Direct Customer Engagement: primary contact for inbound inquiries (≈85% phone, rest email).
• Product & Warranty Support: troubleshoot concerns, explain policies, process returns and coordinate replacements.
• Order & Inventory Tracking: review open orders, resolve back orders, track shipments with warehouse/fulfillment teams.
• System Management: update customer records in CRM/ticketing tools and ERP databases; log inquiries and track cases.
• Cross-Functional Collaboration: work with retail partners, repair centers, and internal teams for timely resolutions.

Skills

Phone-based customer service

Communication

De-escalation

Cross-functional collaboration

Education

High School Diploma

Tools

Zendesk

AS400

Microsoft Excel

Outlook

Job description

Schedule Options: Monday – Friday, 8:30 AM – 4:30 PM OR 9:00 AM – 5:00 PM

Employment Type: Full-Time, Direct Hire

About the Opportunity

Winston Staffing has been exclusively retained by a premier, award-winning consumer goods designer and distributor located in Hauppauge, NY, to recruit a customer-focused Customer Care Specialist to join their growing team. Recognized multiple times as a Top Workplace on Long Island, our client is celebrated for its collaborative culture, exceptional employee tenure (averaging 10+ years), and industry-leading product warranties. In this role, you will serve as a dedicated brand ambassador, delivering white-glove, direct-to-consumer support. You will guide customers through product inquiries, troubleshoot warranty claims, coordinate replacement parts, and ensure seamless order fulfillment.

What You’ll Do

• Direct Customer Engagement: Serve as the primary point of contact for inbound customer inquiries (approximately 85% phone support, supplemented by email) in a steady, collaborative team environment.
• Product & Warranty Support: Troubleshoot product concerns, explain warranty policies, process return authorizations, and coordinate replacement parts or repair service logistics.
• Order & Inventory Tracking: Review and manage open order reports, resolve back orders, and track shipments in partnership with warehouse and fulfillment teams.
• System Management: Accurately update customer records, log inquiries, and track cases using modern CRM/ticketing software (Zendesk) and ERP databases (AS400).
• Cross-Functional Collaboration: Partner with retail partners, third-party repair centers, and internal operations to ensure prompt, high-empathy resolutions.

What You Bring

• Experience: 3+ years of phone-based customer service or customer care experience, specifically within consumer goods, hard goods, retail distribution, or manufacturing environments. (Note: Pure banking or financial services backgrounds are not suitable for this physical product support role).
• Technical Skills: Proficiency with business applications and customer service platforms (e.g., Zendesk, AS400 or similar ERPs, Microsoft Excel, and Outlook).
• Product Troubleshooting: Demonstrated ability to understand physical product components, replacement parts, and warranty-related service requests.
• Communication: Exceptional verbal communication, active listening, and professional de-escalation skills.
• Education: High School Diploma required; Associate or Bachelor’s degree preferred.
• Base Salary: $50,000 – $53,000 annually (based on experience)
• Incentive: Eligible for an annual 4% performance bonus
• Work-Life Balance: Hybrid schedule (Tuesday–Thursday in-office in Hauppauge; Monday & Friday work-from-home)
• Paid Time Off: 15 PTO days to start + paid company holidays
• Health & Wellness: Comprehensive Medical, Dental, and Vision coverage; paid Short-Term Disability and Life Insurance
• Retirement & Financial: 401(k) with company match, plus a company-funded Profit Sharing Plan and Flexible Spending Accounts (FSA)
• Perks & Development: Generous employee product discounts, team-building events, employee referral bonuses, and a dependent college scholarship program