Customer Service Representative

Job Overview

As a Customer Service Representative, you will be the first point of contact for customers shopping for decking, railing, and outdoor accessory products. You will respond to inquiries, help customers select the right materials, manage orders, and troubleshoot installation challenges. The ideal candidate will be highly organized, responsive, and skilled at providing detailed support while maintaining a positive customer experience.

Responsibilities

• Customer Assistance: Respond to customer inquiries via chat and email about products, services, order status, and company information.
• Product Recommendations: Guide customers in selecting decking materials and accessories based on their project needs.
• Order Management: Assist in placing, modifying, and tracking orders, including resolving discrepancies and providing shipping details.
• Technical Support: Help with installation questions, DIY troubleshooting, and product usage guidance.
• Returns & Exchanges: Handle return and exchange requests, process refunds or replacements, and ensure proper documentation.
• Estimating Materials: Calculate and recommend materials (e.g., decking boards, balusters) based on customer-provided dimensions.
• Sales Support: Share information on current promotions and offers to support purchase decisions.
• Inventory Updates: Inform customers about product availability, lead times, and potential delays.
• CRM Management: Create and update customer deals in HubSpot to track inquiries and sales opportunities.
• Order Issue Tracking: Use NetSuite to create tasks or cases for damaged, missing, or modified orders and ensure resolution.
• Productivity Tracking: Submit a daily productivity tracker to monitor completed tasks and performance.

Job Qualifications and Skills Set

• Excellent written communication skills
• Strong attention to detail and organizational abilities
• Customer-first attitude with the ability to handle technical product questions
• Comfortable using CRM platforms like HubSpot and ticketing systems like NetSuite
• Ability to work independently and manage multiple support requests at once

Preferred

• Experience in customer service for building materials, hardware, or e-commerce
• Familiarity with decking products, outdoor construction, or DIY installation guidance
• Previous experience in order fulfillment, returns processing, or online sales support