Customer Care Associate & Product Specialist

Maxwood Furniture • Charleston, SC

143d

About The Position

Maxwood Furniture is a rapidly growing furniture company with an expanding portfolio of brands such as Max & Lily, Plank + Beam, and Maxtrix. Since launching over two decades ago, we have established multiple sales channels including our DTC websites and third-party marketplaces. We’re passionate about creating an inspiring and engaging shopping experience for our customers, bringing their home decor dreams to life with stunning, on-trend pieces. We are seeking a new member to add to our Customer Care team. Are you ready to be a part of something amazing? We are looking for a passionate and detail-oriented Customer Service Representative to interact with our customers, answer inquiries, resolve issues, and ensure a positive experience with our products and services. The ideal candidate will have excellent communication skills, a customer-first mindset, and the ability to manage various tasks efficiently. While our customer service team is small, it’s dynamic and highly skilled, working together to provide exceptional service and continuously improve processes.

Requirements

• Strong organizational and problem-solving abilities.
• Confidence in handling customer interactions primarily over the phone, and through chat and email.
• Ability to work effectively in a team environment.
• Proficiency in Microsoft Office Suite (especially Excel).
• Excellent verbal and written communication skills, especially regarding product inquiries, logistics, and customer account statuses.
• Previous experience in online sales, ground, white glove, and freight shipping, and order fulfillment within the furniture industry.

Nice To Haves

• Experience with online chat systems or direct phone sales.
• Familiarity with e-commerce platforms such as Shopify Plus and ChannelAdvisor.
• Comfort with PowerPoint.
• Experience with suggestive selling and upselling techniques.
• Previous experience with Gorgias for customer ticketing and inquiries.

Responsibilities

• Respond promptly and professionally to customer inquiries primarily via phone, and also through email or chat.
• Provide customers with accurate product details, pricing, and availability information.
• Assist customers with product selection, returns processing, and ensuring timely product deliveries.
• Resolve customer complaints and assembly inquiries in a positive and helpful manner.
• Manage order processing and fulfillment for standard e-commerce orders and parts replacements.
• Troubleshoot and assist with direct-to-customer freight shipments.
• Suggestive sell and upsell products during customer interactions to enhance customer satisfaction and increase sales.
• Maintain meticulous attention to detail and follow-through in all tasks.
• Participate in furniture assembly training as part of ongoing development.
• Prioritize and complete work assignments on time.

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Vision insurance
• Paid time off
• Professional development assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees