Customer Service Associate

Position Overview:

We are seeking a friendly, detail-oriented Customer Service Representative to join our team. This role supports both our e-commerce store and retail location. The ideal candidate will have prior experience managing customer service inboxes, handling order and shipping inquiries, and providing excellent support across multiple communication channels. A background in crafting or familiarity with CO2 lasers is a plus but not required. Familiarity with graphic design software is also highly valued for helping customers with their laser cutting files and questions.

Key Responsibilities:

Respond to customer inquiries via email, phone, and in-person at our retail location.

Manage and resolve support tickets through our customer management/ticketing system.

Assist customers with order questions, shipping concerns, and product troubleshooting.

Support customers with laser cutting file questions by leveraging basic knowledge of graphic design software such as Inkscape or Adobe Illustrator.

Process and escalate shipping issues with carriers; file and manage shipping claims when needed.

Use Shopify, ShipStation, and other systems to review, track, and resolve customer orders.

Collaborate with internal teams to ensure smooth order fulfillment and customer satisfaction.

Provide clear, professional, and empathetic communication always.

Support retail location customers by answering questions and assisting with purchases.

Perform additional administrative tasks as needed, including using Microsoft Office products.

Qualifications:

1+ years of customer service experience (e-commerce preferred).

Proficiency with Shopify, ShipStation, and customer ticketing systems.

Experience handling shipping issues and claims.

Familiarity with graphic design software (e.g., Inkscape, Adobe Illustrator, Silhouette Studio) to assist customers with laser cutting files or questions.

Strong written and verbal communication skills.

Ability to multitask and manage time effectively in a fast-paced environment.

Familiarity with Microsoft Office (Word, Excel, Outlook).

Experience in the crafting industry or with CO2 lasers is preferred but not required.

Ability to work Monday-Friday from 8:00AM-5:00PM and Saturday from 11:00AM-3:00PM

Ideal Candidate:

A problem-solver who enjoys helping customers find solutions.

Comfortable learning new tools, products, and systems.

Organized and attentive to detail.

A team player who thrives in both e-commerce and retail settings.

Job Type: Full-time

Pay: $ $26.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you familiar with any crafting or c02 lasers?
• Are you familiar with Shopify or Shipstation?
• Are you familiar with handling shipping claims?

Work Location: In person