Customer Care Representative

Customer Care Representative to work onsite 5 days/week in Edina, MN.

Schedule Options:

• Monday–Friday, 8:00 AM – 4:30 PM
• OR
• Monday–Thursday, 7:45 AM – 5:00 PM and Friday, 7:45 AM – 12:30 PM

Client requirements:

• Work Authorization Status: US Citizen or GC holder
• Location: Local to Twin Cities area (will be onsite 5 days/week)

What you'll do:
You will be the primary point of contact between for the company and its customers across North America. This role is fast-paced and highly customer-focused, requiring professionalism, empathy, strong multitasking skills, and the ability to manage a high volume of inquiries—primarily via email.

Customer Care plays a critical role in the customer experience. The ideal candidate is calm under pressure, solutions-oriented, and able to listen, empathize, and think creatively to resolve customer concerns.

• Respond to customer inquiries primarily via email (approximately 80%) and phone (20%)
• Manage 50–75 customer emails per day using Salesforce
• Communicate with customers regarding order status, delays, and delivery timelines
• Handle upset customers with empathy, professionalism, and problem-solving skills
• Process new parts orders (including hardware, furniture, carpet kits, and related items)
• Generate quotes, update customer information, and manage leads in Salesforce
• Process orders, changes, returns, RMAs, warranty claims, and adjustments in Epicor
• Coordinate with production, logistics, shipping, sales, and installers as needed
• Assist with audits, recalls, and warranty-related installer travel arrangements
• Maintain accurate documentation in a paper-heavy environment
• Contribute to team goals and assist with special projects as assigned

Required Qualifications

• 3–5 years of customer service experience (manufacturing or order-based environments preferred)
• Stable work history (limited job hopping; reasons for job changes will be discussed)
• Strong multitasking and organizational skills
• Ability to remain calm and professional in high-stress situations
• Excellent written and verbal communication skills
• Strong problem-solving skills and attention to detail
• Ability to listen, let customers vent, and respond with empathy
• Comfortable working in a busy, seasonal environment

Preferred Qualifications

• Experience with Salesforce, Epicor, or similar CRM/ERP systems
• Manufacturing or logistics experience
• Proficiency with Microsoft Outlook, Word, and Excel

*Training will be provided for Salesforce and Epicor.

**Eligible for commissions on top of pay.

The W2 pay range for this type of role is approximately $27.00 per hour. This range is an estimate and not a guarantee of compensation. The final rate will be determined by factors such as experience, market trends, and specific job assignments.

Salary : $27