Customer Care Representative

Igloo Products Corp. is an iconic, fast-growing American brand known for its exceptional and durable coolers designed to meet everyday needs. For more than 75 years, Igloo has been a leader in the housewares industry and has evolved into a high-growth lifestyle brand, inspiring outdoor experiences centered around fun, family, and friends. Founded in 1947 as a metalworking shop that brought fresh cold water to Texas workers in the field, and later inventing the Playmate, Igloo has grown into America's most recognizable brand of ice chests. The Igloo story spans more than 75 years of delivering coolness to the world. Today, Igloo has over 90% brand awareness, is #1 in market share in the U.S., and is a pioneer in sustainability within its category through the launch of biodegradable coolers and products made with post-consumer recycled resin and other sustainable materials. Igloo also has a growing direct-to-consumer (DTC) business, allowing us to build direct relationships with our consumers. In 2021, Igloo was acquired by Dometic Brands, creating the opportunity to globally grow both brands together. Built on a legacy of quality and innovation, we are seeking a Customer Care Representative to join our team and support our continued growth. This role will be involved in the Customer Care Representative is responsible for delivering exceptional customer service while managing customer inquiries and orders, primarily through Zendesk tickets and email, with additional inbound and outbound phone support as needed. This role requires strong communication skills, solid product knowledge, and the ability to efficiently handle a moderate daily volume of calls and tickets.

Essential Job Duties and Responsibilities:

Handle 50-70 inbound calls and customer support tickets per day with professionalism and efficiency Meet established response-time and resolution SLAs while maintaining high-quality service Respond to customer inquiries and resolve issues using the Zendesk ticketing system Process and manage customer orders through Magento Coordinate product returns and related workflows using Wrike Provide accurate information regarding Dometic products, including features, specifications, and basic troubleshooting Resolve customer concerns promptly while maintaining a high level of customer satisfaction Accurately document all customer interactions and case details in company systems Collaborate with internal teams, including the Product Team, Data Management Team, and Returns Team, as well as external teams such as the Dometic Team and the Front Runner Team, to resolve customer issues effectively Maintain compliance with company policies, procedures, and service standards

Minimum Requirements and Qualifications:

A suitable background would be a solid experience within the following qualifications and experiences: High school diploma or GED equivalent 1-3 years of customer service or retail sales experience Proven experience in a call center or customer support environment Hands-on experience with Zendesk, Magento, Wrike, or similar CRM/order management systems Strong technical aptitude with the ability to quickly learn products, systems, and processes Excellent verbal and written communication skills Strong problem‑solving skills and the ability to multitask effectively Ability to manage both call and email/ticket volumes while maintaining high service quality Consistent availability to work on-site in a structured call center environment during scheduled shifts Customer‑focused mindset with a commitment to delivering exceptional service To be successful in this role, we believe that you possess the following skills, competencies & characteristics: Experience supporting technical or durable consumer products Familiarity with order management, returns, and warranty processes Ability to thrive in a fast-paced, team-oriented environment What do we offer? Medical Dental Vision Life Insurance Short term & Long-term disability Accidental death insurance Supplemental life insurance Company paid holidays Flexible Spending Accounts And of course - our Core Values To thrive and succeed in this role, you understand the importance of our core values - Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things. Are you our next star? Then we would love to see your application. Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us! Igloo offers equal opportunities for everyone. Equal opportunities mean that all employees shall be treated according to their abilities and qualifications in every employment decision, including but not limited to hiring, advancement, compensation benefits, training, lay-offs and termination. Any form of discrimination or harassment against employees due to personal factors, such as gender, ethnicity, skin color, age, sexual orientation, religion, nationality, disability and pregnancy or employees with family responsibilities is prohibited. All applicants must be at least 18 years old and legally authorized to work in the United States on a permanent basis. Igloo supports and respects the protection of internationally proclaimed human rights. We do not tolerate child labor or any form of modern slavery, including forced, bonded or compulsory labor, physical or psychological punishment or human trafficking.