CX Specialist - Temporary

East Fork Pottery; United States; On-site; USD 41,000 - 55,000; Full time

Job summary

East Fork Pottery is seeking a Customer Experience Specialist - Temporary to support our online customers from a fully remote role in the US. The position focuses on answering inquiries via Zendesk, Gmail, live chat, and phone, while maintaining our brand voice and high service standards.

You'll work with Shopify and WMS to view inventory, process returns and exchanges, and help customers track orders. The temporary role runs through January 15, 2027, with typical hours 9am–5pm ET.

Qualifications

• Exceptional written and spoken communication skills.
• Comfortable working across multiple communication channels.
• Ability to meet deadlines and multitask in a fast-paced environment.
• Able to receive, process and incorporate feedback.
• Flexibility around weekends and holidays.

Responsibilities

• Answer customer inquiries via Zendesk, Gmail, live chat and phone.
• Maintain on-brand, high- quality customer communication.
• Collaborate with CX teammates and sales for accurate messages.
• Assist with returns, exchanges, and order tracking using Shopify/WMS.
• Tag Zendesk conversations for KPI data collection.

Skills

Exceptional communication

Verbal & written fluency

Multi-channel support

Team collaboration

Self-reliant

Feedback processing

Flexible schedule

Tech-savvy

Multitasking

Clear written/spoken communication

Conflict resolution

Cultural sensitivity

Problem solving

Learn quickly

Tools

Shopify

WMS

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

CX Specialist - Temporary

US

Customer Experience Specialist - Temporary

Job Description V2026.01

Working at East Fork

East Fork began in 2010 as one potter throwing pots and filling a wood-fired kiln on an old tobacco farm in the mountains of North Carolina. Today we are one of the largest remaining dinnerware manufacturers in the US, making over 600,000 pots a year.

We're a Certified B Corporation, a distinction that speaks to our accomplishments and decisions that prioritize more than just our bottom line and hold us accountable to work for the betterment of our employees, customers, suppliers, communities, and environment. Our work is always led by our mission - In everything we do: Set a beautiful and abundant table.

We do all of this with a spirit of steadfast commitment to make products of unmatched material quality while using our business to contribute to a more joyful and equitable world.

Position Description

The Customer Experience Specialist is a temporary position in which the primary responsibility will be assisting customers inquiries while ensuring the highest standards of customer service. The Customer Experience Specialist must be confident in answering FAQ's in a timely manner through Zendesk, Gmail, live chat, and navigating calls while maintaining a relationship that accurately represents the values and tone of the East Fork brand. Proficiency with Shopify and our WMS software and the collection and organization of customer content from Zendesk will be crucial responsibilities for this position.

This position is temporary, and will end effective January 15th, 2027.

Responsibilities

Customer Experience

Keeping scheduled hours to answer cases in Zendesk

Compassionately communicate with customers in a way that accurately represents the mission, values and feeling-tone of the East Fork brand

Handle customer complaints with grace and compassionate communication, and direct disgruntled customers to upper management when necessary

Work collaboratively with CX teammates and senior sales team members to generate accurate, on-brand communication

Work collaboratively with the Fulfillment team for seamless customer order edits, special batch handling requests, replacements, returns, and exchanges

Implement the proper tagging and tracking for Zendesk communications to aid in team’s key performance indicators data collection

Scheduled days to assist with customer product reviews and additional collaborative tasks

Proficiency with Shopify and WMS Software to view inventory levels, assist with returns/exchanges, order replacements, and assist customers with tracking progress

Practice proper phone etiquette and be available for customer calls through our phone system

Practice proper chat etiquette and be available for live customer inquiries through chat

Extra availability during launch and sales moments, high traffic moments, and the holiday season

Be able to speak knowledgeably about every product we carry, both pottery and third-party goods

Demonstrate selling and product knowledge strategies to determine the customer's needs and offer suggestions or alternatives

Build genuine, lasting relationships with customers via quality interpersonal interactions

Have a good working knowledge of the technical aspects of our operation as it applies to customer inquiries

Reports To

Customer Experience Supervisor

Collaborates With

Direct Reports

none

Estimated Weekly Hours

40 hours/week, Monday-Friday from 9am-5pm eastern time, occasional weekend shift might be required.

Location

This position is fully remote

Classification

This position is full time, temporary, non-exempt.

Pay Rate

East Fork shall pay you $23.15 hourly

Qualifications

Comfortable with repetition

Exceptional written and spoken communication skills

Comfortable working across multiple communication channels

Ability to work as part of a team

Self-reliant and adaptable

Ability to receive, process, and incorporate feedback

Flexibility around weekends and holidays, occasionally working "off-hours" if needed

Strong skill set in using technology and systems efficiently

Ability to multitask while remaining focused

Ability to communicate clearly and concisely both verbally and in writing

Ability to problem solve

Ability to work a flexible schedule

Ability to respect and communicate across lines of cultural differences

Ability to address conflict by assuming positive intent and seeking to understand

Ability to embrace a mistake without fault

A commitment to center the active process of self awareness

Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones. This position requires a person to have the ability to perform work while stationary for prolonged periods daily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Company Overview

East Fork is located in Asheville, NC , Washington DC, and Brooklyn, NY. At our heart we are makers: we produce every piece of ceramics we sell and source other objects for the home from near and far to offer a meaningful, beautiful, and personal collection of useful objects for the home.

Values at Work

Craft: Craft is not the things we make, it’s the way we make them. It’s the spirit in which we approach our work, to make it nice, to aspire to mastery, and it demonstrates our care about the person who will use the product of our work and how our work impacts their life.

Generosity: We work towards a model of shared prosperity, setting a bigger, more inclusive, more equitable table for everyone we meet - from our employees to the communities in which we live.

Consideration: We approach each other with focus, clarity, and kindness. We think deeply about the outcome and impacts of our actions, on our organization, the individuals within it, our customers, our environment, and our community.

Curiosity: We stay in our beginner's mind, humble, aware of how much we do not know, striving earnestly and open-heartedly towards our shared success.

Diversity, Equity and Inclusion

It is important that all prospective job candidates are aware of our company values and of our commitment to building an inclusive company culture. As a white-led organization, we acknowledge that the realities of white supremacy, hetero/cis-normativity, and patriarchy, work in tandem to oppress both people and planet; and that through our own proximity to power, we have benefitted from systemic inequity. We are committed to confronting and rectifying our privilege in service of co-creating an equitable workplace—a space where people can show up authentically in mind, body, and spirit. We honor the collective sum rather than a monolithic experience to reveal a path of excellency, yours and ours. As we continue to build momentum within our anti-racist work we pledge to be intentional in crafting actions that support diversity, equity and inclusion in our framework, and we invite all East Fork team members to contribute to this goal.