Customer Service Representative

At Shabby Fabrics, we're more than an online quilt shop- we're a community of passionate makers. Founded in 2005 and headquartered in beautiful Post Falls, Idaho, we've grown into an international leader in the quilting industry through original design, innovative technology, and a deep love for creativity.

As we continue to grow, we're looking for a full-time Customer Care Specialist who is energized by helping people, passionate about delivering exceptional service, and excited to be part of a team that values excellence and connection.

If you love creating positive experiences, solving problems, and helping customers bring their creative visions to life, this may be the perfect role for you.

Our Customer Care Specialists are the voice and heart of Shabby Fabrics. In this role, you will:

• Create warm, memorable customer experiences through phone, email, and online support

• Answer inbound calls with a friendly, confident, and professional demeanor

• Accurately process orders while thoughtfully recommending complementary products

• Actively listen to customers' project goals and offer helpful, knowledgeable guidance

• Resolve questions or concerns with empathy, clarity, and sound judgment

• Recognize when an issue needs escalation to ensure the best outcome

• Maintain accurate order details and documentation within our systems

• Support our operations and fulfillment teams during slower call periods

• Contribute to a collaborative, positive team environment

This is a dynamic role where no two days are exactly the same- and where your ability to connect, think critically, and serve others truly makes a difference.

You might be the ideal candidate if you:

• Communicate clearly, professionally, and confidently, both verbally and in writing

• Have strong grammar, spelling, and typing skills

• Are comfortable navigating multiple computer systems at once

• Excel at composing polished, customer-friendly written responses

• Have strong math skills, especially with fabric measurements (yards, inches, etc.)

• Are highly organized and detail-oriented

• Think critically and solve problems with good judgment

• Know when to take initiative and when to escalate appropriately

• Can work independently while also contributing positively to a team

• Learn products quickly and enjoy recommending solutions that genuinely help customers

• Are comfortable in a fast-paced, technology-driven environment

Quilting or fabric knowledge is helpful - but a passion for learning and serving customers is essential.

• 40 hours per week

• Includes a rotating Saturday schedule from 8:00 a.m. 1:00 p.m.

• Ability to stand, sit, and/or walk for extended periods

• Ability to distinguish between colors

• Competitive pay
• 401(k) with generous company match
• Major Medical, Dental, Vision, and Life Insurance (waiting periods apply)
• Paid Time Off, paid holidays, and paid breaks
• Employee discount (yes, you'll want more fabric!)
• Referral program
• Employee Assistance Program
• Overtime opportunities available

• Be part of a growing, industry-leading company

• Work in a team that values excellence, creativity, and genuine care

• Help customers across the world bring their creative projects to life

• Make a meaningful impact every day through service and connection

If you're ready to be the friendly, knowledgeable voice that supports and inspires our customers, we'd love to hear from you.