Customer Care Representative

• Serve as a primary point of contact for customer inquiries across multiple channels
• Resolve customer concerns related to orders, shipping, and products using established policies
• Provide proactive outreach to customers regarding order status and shipping delays
• Escalate issues appropriately when needed
• Monitor and track customer orders from purchase through delivery
• Partner with Operations and Logistics teams to investigate fulfillment errors
• Identify recurring order or shipping issues and share observations for continuous improvement
• Ensure high-priority customer orders are addressed promptly
• Support ticket triage and prioritization to meet service-level goals
• Contribute to internal documentation, FAQs, and knowledge base resources
• Track customer communication trends and flag recurring issues
• Collaborate cross-functionally as needed
• Actively participate in team meetings and knowledge-sharing sessions
• Contribute positively to team culture by collaborating with peers
• Work independently while remaining engaged with the team
• Share feedback to improve customer workflows and tools

• 2+ years of experience in customer experience, support, or operations
• Strong problem-solving skills with the ability to follow established guidelines
• Experience with CRM and ticketing platforms
• Zendesk preferred
• Familiarity with order management workflows in eCommerce
• Proficiency in Excel or Google Sheets for data analysis
• Excellent written and verbal communication skills
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment
• Comfortable working remotely with a dedicated workspace
• Self-motivated and dependable while remaining accountable to team goals

Experience with NetSuite or similar order management systems is a plus

• Unlimited Vacation
• Health, Dental, Vision, and Pet Insurance
• 401(k)
• 24/7 Employee Assistance Program
• Paid Parental Leave
• Generous Employee Discounts on products