Customer Care Associate

Job Details Job Location: Windsor VT Headquarters - Windsor, VT 05089 Position Type: Full Time Salary Range: $20.00 - $22.00 Hourly Job Shift: Day Job Category: Customer Service Our Foundation Mission: We shape timeless and functional designs from simple, natural materials to elevate everyday life. Vision: To celebrate the beauty of objects with real, authentic character. Values: Dignity & Respect | Ownership & Initiative | Commitment to Quality & Craft | Learning & Growth Together Position Summary We are seeking a service-oriented, detail-focused team member to join our Customer Care team. The Customer Care Associate is the direct voice of Simon Pearce for customers contacting us by phone, email, and chat, and is responsible for delivering an experience that reflects the same craftsmanship and care our products are known for. Working as part of a small, close-knit Customer Care team, this role handles order support, product questions, and issue resolution with accuracy and warmth. Beyond day-to-day service, this role has real room to grow. As the team builds better visibility into ticket and call volume, the Customer Care Representative will have the opportunity to develop analytical skills — helping the team understand trends, spot recurring issues, and make the case for process improvements. Someone who takes pride in getting the details right, enjoys helping people, and wants a stable foot in the door at a growing company would be a strong fit for this role. We offer competitive pay and a benefit package that includes: medical, dental, and vision coverage, employer paid life & disability, paid time off, flexible holiday time, 401k retirement plan with employer match, and tuition reimbursement assistance. Additionally, we offer exclusive employee discounts on both our glass and pottery products and at our restaurant. Primary Duties and Responsibilities Customer Communication & Support Responds to customer inquiries and service requests via phone, email, and chat. Provides order updates, product details, and general account support. Resolves customer issues including damaged or misrouted shipments, returns, and order errors. Delivers a customer experience on par with the in-store experience, reflecting Simon Pearce’s values in every interaction. Order & Systems Support Processes and supports customer orders in Shopify. References NetSuite as needed to research order and account details. Responds to emails and chats in our ticketing system (Gorgias). Escalates order or fulfillment issues to the appropriate team for timely resolution. Team Collaboration & Coverage Works closely with the other Customer Care team members to maintain consistent coverage across phone, email, and chat. Supports seasonal scaling during Q4/holiday peak volume. Partners with Retail, Shipping, and Planning teams as needed to resolve customer issues. Secondary Duties and Responsibilities Analytics & Continuous Improvement Helps track and organize tickets and call volume data to build clearer visibility into trends. Identifies recurring customer issues and flags patterns to leadership. Contributes ideas for process improvements based on frontline customer interactions. Qualifications Qualifications Required High School diploma or equivalent. Strong written and verbal communication skills. Comfort managing multiple communication channels (phone, email, chat) in a fast-paced environment. Attention to detail and a commitment to getting things right for the customer. Ability to work in office in Windsor, VT with occasional weekend coverage (3-4x/year during holiday season. Comfort working collaboratively on a small team. Qualifications Desired Prior customer service or retail experience. Familiarity with Shopify, Gorgias, NetSuite, or similar platforms. Interest in developing analytical or reporting skills. Success Factor / Job Competencies Customer Service Excellence: Delivers warm, accurate, brand-consistent service across all channels. Attention to Detail: Manages complex order issues and account details with precision. Multi-channel Communication: Adapts effectively across phone, email, and chat simultaneously. Collaboration: Works cooperatively on a small team and cross-functionally with Retail, Shipping, and Planning. Systems Proficiency: Able to learn and navigate Shopify, Gorgias, and NetSuite efficiently. Physical Demands and Work Environment The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually quiet. Simon Pearce is committed to the policy of equal employment opportunity and to provide all employees with the work environment necessary to enable them to advance on merit as far as their talents and skills will take them, without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a protected class of veteran, or any other legally protected status. #J-18808-Ljbffr