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Job Description
Location:
4651 E Airport Drive, Ontario, CA 91761
Schedule:
Monday to Saturday, 8:00 AM - 5:00 PM, Thursday & Sunday Off.
Pay:
Training Period Pay:
$21/hour After probation: $22-$23/hour + performance-based monthly bonus of up to $500 per month.
Overtime:
Paid overtime for hours over 40 per week Job Overview Kitchen & Bath Direct USA is hiring a Customer Service & Order Support Specialist to support our wholesale and retail sales operations. This role is not just answering phones. The main focus in the beginning will be learning our products, assisting with customer inquiries, supporting wholesale/retail order processing, helping with invoices, checking product availability, tracking leads, and coordinating follow-ups between customers, sales reps, and the warehouse. This position requires someone who is responsible, detail-oriented, and comfortable working in a fast-paced environment . Customers may call with urgent questions, sales reps may be busy assisting walk-in customers, and order/inventory details may need to be checked carefully before giving an answer. We are looking for someone who can stay calm, communicate professionally, and help move problems forward instead of getting overwhelmed. Marketing support is part of the long-term growth path for this role, but the first priority is to build a strong foundation in customer service, product knowledge, wholesale/retail order support, and internal coordination .
Who We Are Looking For:
Proactive:
You don't wait to be told what to do. During downtime, you organize, improve, and help marketing execution move.
Detail-oriented:
You document clearly and accurately—no relying on memory.
Reliable:
Strong attendance and punctuality; able to consistently follow the fixed schedule with minimal unplanned absences.
Strong communicator:
Professional phone/text/email communication; can handle upset customers calmly.
Comfortable using AI tools to improve efficiency (drafting messages, summaries, organizing notes, basic content drafts)
Problem-solving:
Identify issues early, propose solutions, and follow through to resolution.
Bilingual ability required:
Spanish / English Key Responsibilities 1) Customer Support & Lead Intake Respond to calls, texts, and messages quickly and professionally Handle wholesale orders and process Purchase order and invoice paper work. Answer simple inquiries using price sheets/guidelines; confirm details before quoting For complex requests (custom sizes, full kitchen layouts, cabinet design, special fabrication), collect required info, create a lead, and route to the right salesperson/manager Track all leads and handoffs clearly in internal sheets/systems 2) After-Sales Support Document after-sales cases completely (customer name/phone, invoice #, product, issue, photos/videos, requested resolution) Escalate sensitive issues promptly—do not promise pricing, inventory, lead times, returns, or compensation without approval Identify repeating issues and summarize patterns to help improve internal processes and communication 3) Marketing Support Organize product photos/videos and marketing assets with clear labeling for easy use Maintain accurate product/price info for promotions and content execution Assist with basic content drafts (captions, simple promo posts, FAQ notes) using templates/AI tools Support day-to-day marketing execution so the marketing lead can focus on planning, campaigns, and higher-impact projects
$21/hour 31-90 days probation: $21/hour + Up to $200/month bonus （Base on performance） After 90 days (upon passing probation): $22-$23/hour （Base on performance）+ up to $500/month bonus （Base on performance）
Growth Review:
Bonus tied to measurable output. High performer will be reviewed for an upgrade compensation. Bonus potential may increase beyond the standard cap based on consistent output, reliability, and marketing execution impact. Benefits/Perks 401k plan with company match after 1 year employment Health insurance after 60 days employment Vision insurance Dental insurance Employee discount Paid overtime (40+ hours/week) Paid sick leave and holiday pay after probation Career advancement opportunities
Job Type:
Full-time Pay:
$21.00 - $23.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance Application Question(s): Any experience of QuickBooks online?
