Customer Service Representative

Description

Helping jewelry professionals succeed is at the heart of everything we do. Our Customer Experience Division brings together teams that provide expert and friendly service, creative problem-solving, and tailored solutions to customers around the globe. From day-to-day customer care to support for custom jewelry projects, branded packaging, custom imprinting, and other focused services, our associates develop the knowledge and technical expertise needed to deliver outstanding experiences.

Customer Service Representative opportunities are available across multiple Customer Experience teams, from customer care to more focused areas supporting technical products, services, and projects. Through structured training, mentorship, and hands-on learning, associates build the knowledge and technical expertise needed to succeed. If you thrive on connecting with people and find fulfillment in helping others, Stuller offers opportunities to grow your skills and build a rewarding long-term career.

Key Responsibilities

• Responsibilities may vary by team and area of focus but may include:
• Assist customers by phone, chat, email, and other digital channels with order placement, product questions, service requests, project details, and status updates.
• Provide friendly, knowledgeable assistance while listening carefully and identifying the best path forward.
• Process customer orders and requests while maintaining quality, accuracy, and efficiency standards.
• Accurately document customer interactions, order information, project details, and follow-up needs within company systems.
• Research questions and resolve concerns using available tools, resources, and internal partnerships.
• Monitor orders, projects, or service requests and communicate timely updates as needed.
• Recommend appropriate products, alternatives, or services based on customer needs.
• Build knowledge of Stuller's products, services, systems, and business processes.
• Collaborate with internal departments and subject matter experts to support customer needs accurately and efficiently.
• Organize and prioritize work to meet customer and departmental expectations.

Basic Qualifications

• High school diploma or equivalent.
• 1+ year of experience in a customer-facing role, whether in person, by phone, or through digital communication channels.
• Strong verbal and written communication skills.
• Ability to interact with customers using patience, professionalism, empathy, and active listening.
• Proficiency with computers, including web-based applications, keyboarding, and data entry.
• Strong attention to detail, organization, and follow-through.
• Ability to learn and retain new information in a fast-paced environment.
• Problem-solving skills with the ability to research, identify, and communicate effective responses.
• Ability to manage changing priorities and collaborate effectively with others.
• Ability to follow verbal and written instructions in English.

Preferred Qualifications

• Higher education, relevant certification, or equivalent experience.
• Experience in customer service, sales support, order entry, account support, project coordination, or another customer-focused area.
• Experience supporting customers through phone, email, chat, or other digital channels.
• Experience working in a high-volume service environment.
• Experience with CRM, order management, or other business systems.
• Strong critical-thinking and decision-making skills.
• Experience providing consultative recommendations or identifying sales opportunities.
• Jewelry industry, custom product, commercial printing, packaging, technical support, or related product knowledge.

Customer Experience Training | Stuller Camp

Every Customer Service Representative begins with Stuller Camp , Stuller's immersive, classroom-based training experience designed to prepare associates for success. This high-energy program combines instructor-led learning, interactive activities, and hands-on practice to introduce Stuller's S.E.R.V.E. culture, products, systems, and commitment to service excellence.

Following Stuller Camp, associates continue learning through structured mentorship, coaching, and role-specific development. This foundation prepares each team member to support customers effectively while building the deeper knowledge required for an assigned area of focus.