Customer Support Representative

Waterfront Brands; Fergus Falls (MN); On-site; USD 24,796 - 26,174; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Referral program

Retirement plan

Vision insurance

Job summary

Waterfront Brands in Fergus Falls is seeking a Customer Support Representative. This role is pivotal as the first point of contact for eCommerce customers, dealers, and contractors. Responsibilities include managing phone calls, assisting with orders, troubleshooting inquiries, and ensuring a superior customer experience.

The successful candidate will have excellent communication skills and attention to detail. The position is full-time in-office, with standard hours from Monday to Friday, and offers a competitive wage and benefits.

Qualifications

• High School Diploma or General Education Degree (GED) is required.
• An Associate’s or Bachelor’s Degree in Business, Marketing, Communication, or related field is preferred.
• Experience in Customer Support or Administrative Support is preferred.

Responsibilities

• Respond to customer phone calls, chats, and inquiries for Inland eCommerce brands.
• Assist with orders, product questions, shipping, returns, warranty claims, and troubleshooting.
• Help customers navigate websites and understand product options.
• Document interactions and escalate complex concerns when needed.
• Collaborate with internal teams to support customer needs.
• Maintain product knowledge while meeting company standards.

Skills

Excellent written and verbal communication skills

Customer/Client Focus

Attention to detail

Ability to problem solve

Multi-tasking abilities

Ability to work independently

Proficient in Microsoft Word, Excel, and PowerPoint

Education

High School Diploma or GED

Associate’s or Bachelor’s Degree in Business, Marketing, or Communication

Experience in Customer Support

Job description

Waterfront Brands is the largest and premier manufacturer of waterfront equipment in North America, with offices in Fergus Falls, MN, Claremore, OK, Fort Lauderdale, FL, and Snow Hill, NC. The company’s flagship brands include ShoreMaster, HydroHoist, Neptune, and Tide Tamer; additional brands include RhinoDock, PolyDock Products, ShoreMaster Fabrics, RotoMoldUSA, HyPower, and Firstmate.

The Customer Support Representative serves as the first point of contact for eCommerce customers, dealers, and contractors across Inland brands, including ShoreMaster, ShoreMaster Fabrics, and HydroHoist. Responsibilities include handling phone calls and online chats related to orders, product inquiries, website support, shipping updates, returns, warranty claims, and basic troubleshooting. The role also supports the overall customer experience by providing timely, professional assistance throughout the sales process and offering backup support to the Coastal eCommerce team, including Boat Lift Warehouse. Success in this position requires strong communication, attention to detail, customer service skills, and collaboration with internal teams.

Position Responsibilities

• Respond to customer phone calls, chats, and inquiries for Inland eCommerce brands.
• Assist with orders, product questions, shipping, returns, warranty claims, and basic troubleshooting.
• Help customers navigate websites, place orders, and understand product options.
• Research and resolve customer issues, documenting interactions and escalating complex concerns when needed.
• Collaborate with internal teams to support customer needs and improve service.
• Provide backup support for the Coastal eCommerce team, including Boat Lift Warehouse.
• Maintain product and process knowledge while meeting quality, productivity, and company standards.
• Perform additional duties as assigned.

Education

• High School Diploma or General Education Degree (GED) Required
• Associate’s or Bachelor’s Degree – Business, Marketing, Communication or related field – preferred
• Experience in Customer Support or Administrative Support - preferred

Knowledge and Skills

• Excellent written and verbal communication skills
• Customer/Client Focus
• High level of initiative, attention to detail, and ability to problem solve
• Multi-tasking abilities
• Ability to work independently and as part of a team
• Proficient in Microsoft Word, Excel, and PowerPoint

Schedule

Full-time, in-office position located in Fergus Falls. Standard hours are Monday–Friday, 8:00 AM–5:00 PM.

Pay: $18.00 - $19.00 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person

Waterfront Brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.