Customer Support Specialist

Authentic Designs Job Title:

Customer Service Specialist Location:

On Site, West Rupert, VT Position Type:

Full-Time, Non-Exempt Wage Range:

$21-$23/hour

Company Overview:

Founded in 1966, Authentic Designs is a family owned and operated designer and leading manufacturer of handcrafted, heirloom-quality lighting inspired by early American and European designs. We also specialize in custom lighting in all design styles. Using the highest quality materials, traditional techniques and heritage machinery, every fixture is handmade from our Vermont workshop. Our work is trusted by leading designers, influential architects, and homeowners who expect a high level of communication, care, and service alongside an exceptional product. We are a small, collaborative team that values craftsmanship, respect, and strong internal support. Our customers are discerning, our work is built to last a lifetime, and the experience we provide is just as important as the fixtures we create.

Position Summary:

The Customer Service Specialist provides exceptional customer support by addressing inquiries, resolving issues, and enhancing customer satisfaction. They are the primary point of contact for customers and play a crucial role in building and maintaining positive customer relationships. The position is dedicated to delivering a high-touch, responsive, and thoughtful experience for designers, trade partners, and retail customers, from initial inquiry through delivery and post-installation support. This is a communication-centered role focused on relationship management, order support, problem-solving, and working with other departments to ensure orders are successfully fulfilled. Core Responsibilities Customer Communication & Relationship Support Serves as the front-line contact for incoming calls, emails, and general inquiries Provides timely, professional responses to customer questions about products, lead times, and order status Maintains a calm, confident, enthusiastic, and helpful tone aligned with the Authentic Designs brand Builds strong relationships with designers, trade partners, and homeowners Supports trade account communication and general relationship continuity Serves as the primary contact for repair requests, warranty inquiries, and installation concerns, and collects necessary information (photos, descriptions, timelines) to communicate next steps clearly Obtains and shares customer feedback with colleagues and other departments for continuous learning and improvement Wholesale Account Management (Day-to-Day Oversight) Oversees day-to-day management of key wholesale accounts Monitors account activity and ensures a consistent flow of information related to requests, processing orders, timelines, updates, and expectations Maintains strong, proactive relationships through steady, organized communication Elevates non-routine issues, complex situations, or strategic decisions to leadership for support and resolution Order Processing Processes and prints orders using Shopify and internal systems, ensuring that all details are correct before sharing orders with the production team Communicates order confirmations, expected timelines, and updates with customers Shipping & Delivery Oversight Oversees communication related to shipping and delivery and works with the production team to manage logistics and execution Helps ensure customers receive timely tracking information, updates, and delivery expectations Product Knowledge Development Learns the product line, terminology, finishes, installation instructions and basic construction processes Develops familiarity with historical inspiration and storytelling behind fixtures Uses this knowledge to support clear and confident customer communication Ideal Candidate Profile Required Skills & Traits Excellent written and verbal communication skills Strong organization and attention to detail Warm, patient, and professional interpersonal style Ability to manage multiple conversations and priorities calmly Comfort working in a small, collaborative team environment Appreciation for craftsmanship, design, and heritage products Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation High school diploma or GED Preferred Skills & Experience Professional experience in a high-end retail, design, home furnishings, or manufacturing environment Proficiency in Google Workspace, virtual meeting platforms, experience using Shopify, and strong ability to learn new technological systems, such as project management or CRM systems. Experience supporting designers, tradespeople, or custom products Experience with lighting, trades work, etc. Experience with marketing, content development, social media Administrative or customer support background Benefits Four-day work week (full-time) Paid time off (PTO) 50% health insurance coverage 3% IRA match End-of-year profit sharing Opportunity to work in a creative, collaborative, and mission-driven environment How to Apply Please send a resume and a brief cover letter explaining your interest in the role to: lucas@authenticdesigns.com. Please include "Customer Service Specialist Application" in the subject line of the email. The position will remain open until filled. Authentic Designs is an equal opportunity employer and values diversity in the workplace. We are open to training the right person who demonstrates strong communication instincts and a desire to learn. Success in This Role Looks Like Customers feel informed, supported, and confident working with Authentic Designs Responses are timely, thoughtful, and consistent in tone Issues are elevated appropriately and efficiently to leadership and solutions are collaboratively identified Repair and issue handling feels organized and reassuring to customers

Pay:

$21.00 - $23.00 per hour

Benefits:

Health insurance Paid time off

Work Location:

In person