What are the responsibilities and job description for the Customer Service Representative position at Warwood Tool?
About us
Warwood Tool is a small business in Wheeling, WV. Our goal is to continue the legacy of providing high-quality, USA made hand tools. Join our talented team at a global tool company focused on providing the highest quality hand tools to our family of customers .
Main Objective:
The Customer Service Manager is responsible for overseeing all customer-facing order activity for both direct-to-consumer (Shopify) and distributor accounts. This role serves as the communication bridge between customers, the Pittsburgh office (marketing), and our Wheeling, WV production facility.
The ideal candidate is highly organized, detail-oriented, and capable of managing multiple order streams while maintaining clear and professional communication.
Key Responsibilities
- Oversee all direct-to-consumer Shopify order processing and fulfillment coordination
- Monitor order flow, payment issues, fraud flags, and shipping status
- Manage returns, exchanges, refunds, and warranty claims
- Sales support for distributor and wholesale accounts
- Process and confirm wholesale purchase orders, pricing, freight terms, and delivery timelines
- Communicate backorders and production schedules clearly and proactively
- Resolve customer complaints professionally and protect brand reputation
- Maintain accurate customer, order, and account records in company systems
- Identify recurring issues and recommend process improvements to leadership
- Track and report key performance metrics including order accuracy, return rates, and response times
Qualifications
- 2–5 years of experience in customer service, order management, e-commerce, or manufacturing operations preferred
- Experience working with Shopify or similar e-commerce platforms
- Strong written and verbal communication skills
- High attention to detail and organizational ability
- Comfortable working with spreadsheets and basic reporting tools
- Ability to manage multiple priorities in a fast-paced environment
- Professional demeanor when handling escalated customer concerns
Incidental Duties:
The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Projected Total Compensation: From $19.00 per hour
Experience:
- Customer service: 2 years (Required)
Ability to Commute:
- Wheeling, WV 26003 (Required)
Work Location: In person
Salary : $19