Customer Support Representative

Waterfront Brands•Fergus Falls, MN

3d•$18 - $19•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Associate’s or Bachelor’s Degree – Business, Marketing, Communication or related field – preferred
Experience in Customer Support or Administrative Support - preferred

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.