Customer Care Representative

Northern Contours•Corbin, KY

5d•$18 - $22•Onsite

About The Position

Northern Contours is seeking a Customer Care Representative to join their team. This role is critical for managing made-to-order products, ensuring accuracy in specifications, and maintaining customer satisfaction. The ideal candidate is detail-oriented, empathetic, and a strong communicator, capable of problem-solving and building trust with customers.

Requirements

High school diploma or GED (required)
Exceptional attention to detail and demonstrated accuracy in high-volume work
Strong written and verbal communication skills — this role lives in email and chat
Proficiency in Microsoft Office Suite and comfort learning order management and AI-assisted audit tools
Excellent organizational and multitasking ability across multiple accounts and deadlines
Natural problem-solving instincts and a team-oriented, collaborative mindset
Ownership – treats assigned accounts as your own and sees issues through to resolution
Accountability — owns mistakes, fixes them, and closes the loop
Professionalism and discretion with confidential information
Commitment to company values and customer satisfaction

Nice To Haves

Customer service, order entry, or account management experience in manufacturing or building products
Familiarity with cabinetry, millwork, kitchen and bath, or made-to-order manufacturing environments

Responsibilities

Serve as the primary point of contact for an assigned book of customers, including franchise partners and independent accounts, building familiarity with each customer's preferences and ordering patterns
Manage order entry from purchase orders, order forms, and quotes, and prepare accurate documentation for production teams
Audit every order against customer documentation prior to release using established audit tools and processes, verifying critical specifications: dimensions, materials, finishes, grain direction, and construction details
Respond to customer inquiries via phone, email, and LiveChat with professionalism, warmth, and accuracy — clear, courteous, and free of internal jargon
Provide proactive updates on order status, lead times, and issues affecting a customer's order (material outages, production delays, freight exceptions) so customers never have to chase us for answers
Own rush orders end-to-end — confirm feasibility with production, communicate realistic dates, and follow through until the order ships
Monitor programs and procedures to ensure on-time delivery and customer satisfaction, coordinating with production, scheduling, and shipping to resolve issues before they reach the customer
Process remakes, credits, and order changes accurately, and document root causes
Maintain orderly records for all customers and develop in-depth knowledge of Northern Contours systems, products, and processes
Manage multiple priorities simultaneously while providing problem resolution and analysis
Act as a backup to invoicing