Customer Service Representative

Customer Service Representative

Position Type: Full-Time, Remote

Working Hours: U.S Business Hours

About the Role

We’re looking for a friendly, organized, and customer-focused Customer Service Representative to support customers throughout their post-purchase experience, from production and shipping to delivery and installation.

You’ll serve as the main point of contact for customer inquiries, providing timely updates, answering product and installation questions, coordinating with internal teams and shipping providers, and resolving order-related issues. The ideal candidate combines excellent communication skills with strong follow-through and a commitment to delivering a positive customer experience.

What You’ll Own

Customer Communication & Order Updates

• Keep customers informed about production progress, shipment tracking, delivery schedules, and installation instructions.
• Monitor shipments and notify customers on the expected delivery date.
• Respond to customer inquiries promptly and professionally.
• Follow up proactively to ensure customers know what to expect at every stage.

Product Support & Installation Assistance

• Answer product and installation questions using available resources and approved guidance.
• Help troubleshoot installation issues and coordinate with technical staff when additional support is needed.
• Explain instructions clearly and help customers understand the next steps.

Customer Issue Resolution

• Handle reports of damaged shipments by gathering photos, details, and relevant order information.
• Coordinate claims, replacement parts, and other resolutions with the appropriate teams and providers.
• Respond to frustrated customers calmly and professionally, focusing on practical solutions.
• Track outstanding issues and follow through until they are resolved.

Order Coordination & Recordkeeping

• Maintain accurate customer records, order details, shipment information, and communication history.
• Follow established procedures and ensure important details are documented.
• Coordinate with sales representatives, manufacturers, shipping providers, and technical staff.
• Keep all parties informed to help prevent delays and ensure a smooth customer experience.

Required Experience & Skills

• Excellent spoken and written English.
• Strong customer service and communication skills, with a warm and patient approach.
• Familiarity with construction, home remodeling, installation, or related terminology.
• Excellent organization, attention to detail, and follow-through.
• Ability to follow established procedures while recognizing when an issue needs escalation.
• Comfort learning product details and explaining instructions to customers.
• Familiarity with customer management systems, email, and spreadsheets.
• Reliable internet connection and a quiet workspace suitable for customer calls.
• Ability to work consistently from 9:00 AM to 5:00 PM U.S. Eastern Time.

Nice to Have

• Experience supporting customers in shades, windows, home improvement, or building products.
• Experience with shipping, logistics, order tracking, or fulfillment coordination.
• Experience handling damaged deliveries, replacement requests, or shipping claims.
• Experience coordinating between customers, vendors, and technical teams.

What Makes You a Strong Fit

• You communicate clearly and make customers feel supported, even when problems arise.
• You take ownership of customer requests and follow through without needing repeated reminders.
• You stay organized while managing multiple inquiries, orders, and delivery timelines.
• You remain calm and solution-oriented when dealing with delays, complaints, or unexpected issues.
• You know when to resolve a problem independently and when to involve the appropriate team.
• You are proactive about updates and understand the importance of keeping customers informed.

What Success Looks Like

• Customers receive timely, accurate updates throughout the production and delivery process.
• Delivery expectations and installation instructions are communicated clearly.
• Customer issues are documented, escalated when necessary, and followed through to resolution.
• Internal teams and external partners stay aligned on outstanding orders and customer needs.
• Customers experience a smooth, organized, and professional support experience.

Interview Process

• Initial Screening
• Client Interview
• Offer & Onboarding