Job Summary The Customer Service Representative serves as a primary point of contact for Jacquard Products' customers, distributors, retailers, artists, educators, and end users. This position provides exceptional customer service by responding to inquiries regarding products, orders, shipping, returns, and general product information. The ideal candidate is bilingual in English and Spanish and brings a positive, friendly, professional, and solutions-oriented mindset to every interaction. This role requires someone who enjoys helping others, takes initiative to resolve issues, and is committed to creating a positive customer experience. The Customer Service Representative supports the efficient processing of customer requests and orders while working collaboratively with internal teams to address customer needs, resolve concerns, and support continuous improvement. Duties/Responsibilities Responds to customer inquiries via phone, email, website submissions, and other communication channels in a timely, friendly, and professional manner. Provides customer service support in both English and Spanish, as needed, to effectively assist Jacquard's diverse customer base. Provides direct-to-consumer (DTC) customer service support, including assisting customers with orders, product selection, shipping inquiries, returns, and issue resolution. Assists customers with product selection, order status, shipping information, returns, product availability, and general product usage questions. Provides accurate information regarding Jacquard's product lines, including textile dyes, fabric paints, inks, pigments, and other artist materials. Processes customer orders, changes, cancellations, and other requests accurately and in accordance with company procedures. Maintains accurate and complete customer records and documentation within company systems. Investigates customer concerns related to orders, shipments, product availability, and product performance and works toward timely and practical solutions. Demonstrates a positive and solutions-oriented approach when addressing customer concerns, including challenging or sensitive situations. Escalates complex product, technical, compliance, or customer issues to the appropriate department when necessary. Communicates and collaborates with distributors, retailers, sales representatives, and internal departments regarding customer needs and order-related matters. Follows up with customers, when appropriate, to ensure questions or concerns have been addressed and resolved. Assists in preparing customer service reports and tracking customer inquiries, concerns, feedback, and recurring issues. Assists with product compliance activities, including maintaining records, gathering documentation, and supporting compliance initiatives as directed. Assists in the development, review, maintenance, and updating of standard operating procedures (SOPs) related to customer service and operational processes. Maintains current knowledge of Jacquard Products' products, applications, promotions, policies, procedures, and applicable compliance requirements. Supports continuous improvement efforts by identifying trends in customer inquiries and recommending opportunities to improve the customer experience and internal processes. Maintains a professional, approachable, and collaborative attitude when interacting with customers and coworkers. Performs other related duties as assigned. Required Skills/Abilities Bilingual in English and Spanish required, with the ability to communicate effectively with customers verbally and in writing in both languages. Excellent verbal, written, and interpersonal communication skills. Positive, friendly, professional demeanor and a strong commitment to providing an excellent customer experience. Strong customer service orientation with the ability to build and maintain positive customer relationships. Solutions-oriented mindset with the ability to identify customer needs, take initiative, and work toward practical and timely resolutions. Strong problem-solving and conflict-resolution skills. Ability to remain patient, professional, and courteous when handling challenging customer interactions. Ability to communicate product information and instructions clearly and professionally. Strong organizational skills and attention to detail. Ability to manage multiple priorities and customer requests in a fast-paced environment. Ability to work effectively both independently and collaboratively as part of a team. Proficiency with Microsoft Office Suite and customer relationship management (CRM) systems. Ability to learn and retain information regarding art materials, dyes, paints, inks, pigments, and related products. Ability to maintain accurate records and consistently follow established procedures and applicable compliance requirements. Ability to adapt to changing priorities, processes, products, and customer needs. Education and Experience Experience using Fishbowl, Basecamp, and Smartsheet is preferred. High school diploma or equivalent required; associate's or bachelor's degree preferred. Minimum of three years of customer service experience required. Experience providing customer service in both English and Spanish preferred. Experience in manufacturing, consumer products, art materials, craft products, or related industries preferred. Experience with order entry, inventory systems, ERP software, CRM systems, product compliance documentation, or SOP development preferred. Experience supporting both business-to-business (B2B) and direct-to-consumer (DTC) customers preferred. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Frequent use of telephone and computer systems. Must be able to lift up to 15 pounds occasionally.

Pay:

$20.00

•$24.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Application Question(s): Are you available to work Monday

•Friday 8am

•4:30pm?

Experience:

Fishbowl:

1 year (Required)

Smartsheets:

1 year (Preferred)

Language:

Spanish (Required) Shift availability: Day Shift (Required)

Work Location:

In person