What are the responsibilities and job description for the Customer Service Representative position at Rancourt & Company Shoecrafter's Inc?
About Rancourt & Co.
Rancourt & Co. is a third-generation, family-owned footwear company handcrafting premium moccasin-construction footwear in Lewiston, Maine. We’re looking for a Customer Service Manager who can lead our customer-facing interaction and communication and deliver the exceptional experience our customers expect from a heritage American brand.
Role Overview
The Customer Service Manager oversees all customer-facing operations and ensures every interaction reflects our craftsmanship, quality, and values. This role reports to the VP of Retail and works closely with Operations to support customers through the full lifecycle of purchase, inquiry, and aftercare.
Responsibilities
Customer Experience
- Resolve customer inquiries and issues across email, phone, and e-commerce channels.
- Provide guidance on sizing, product details, lead times, exchanges, returns, and repairs.
- Maintain strong product knowledge and communicate updates to customers.
- Support seasonal launches, promotions, and made-to-order timelines.
- Support other retail-related tasks and initiatives as needed.
Operations & Process Improvement
- Maintain and update customer service SOPs.
- Monitor service metrics and share insights with leadership.
- Collaborate with VP of Retail to address service challenges.
- Streamline processes to improve accuracy, efficiency, and customer satisfaction.
Qualifications
- 4 years of customer service experience; leadership experience preferred.
- Strong communication and relationship-building skills.
- Experience with e-commerce platforms (Shopify, ZenDesk, and Loop) .
- Highly organized with excellent problem-solving and decision-making abilities.
- Ability to work independently in a fast-paced environment.
Work Environment
- Based in Lewiston.
- Open office environment; frequent phone/computer use.
- Occasional lifting up to 25 lbs.
Pay: $22.25 - $26.80 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k) matching
- Dental insurance
- Flexible schedule
- On-the-job training
- Paid time off
- Parental leave
Work Location: In person
Salary : $22 - $27