Customer Service Representative

Job Description

Job Description

Summary :

As a Customer Service Agent, you’ll be part of Harbour’s dedicated Customer Experience team, supporting our web, store, and trade clients nationwide. You’ll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring every interaction reflects Harbour’s brand promise of exceptional care.

You’ll work closely with the Customer Service Lead and Director of Customer Experience to deliver outstanding service, uphold Harbour’s standards, and identify opportunities to improve processes and elevate the customer journey. Responsibilities :

• Provide responsive, empathetic, and accurate support to web, store, and trade clients via phone, email, and live chat.
• Manage customer inquiries related to orders, deliveries, product information, returns, and trade account support.
• Resolve issues efficiently while maintaining Harbour’s tone, professionalism, and brand values.
• Accurately document customer interactions in NetSuite and Hiver, ensuring records are complete and up to date.
• Collaborate with internal teams (logistics, warehouse, retail, e-commerce, and finance) to track, resolve, and communicate updates.
• Escalate complex or high-priority issues to the Customer Service Lead when appropriate.
• Support process improvements and share insights that enhance the customer experience.
• Maintain up-to-date product and brand knowledge to offer thoughtful, informed assistance.
• Contribute to a positive team culture built on collaboration, care, and customer focus.

Qualifications :

• 1–3 years of customer service experience in retail, e-commerce, or trade/wholesale environments.
• Strong written and verbal communication skills.
• Empathy, patience, and sound problem-solving abilities.
• Proficiency with NetSuite, Hiver, and Shopify (or similar systems).
• Excellent attention to detail and data accuracy.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• A proactive, team-oriented attitude and genuine passion for helping customers.
• Experience in Business, Communications, or related field.
• Experience supporting trade or wholesale accounts.
• Familiarity with omni-channel retail operations.
• Flexibility to work weekends or extended hours during peak sales periods.

Performance Metrics/KPI's

• Customer Satisfaction (CSAT) and response time.
• First Contact Resolution rate.
• Accuracy and quality of customer documentation.
• Collaboration and communication with internal teams.
• Consistency in delivering Harbour’s service standards and tone.

About Harbour Outdoor:
Harbour is a family-owned global design brand rooted in nearly fifty years of craftsmanship and heritage. Founded in 1976 by master blacksmith Jim Condos, Harbour has grown from a small Sydney workshop into an internationally recognized luxury outdoor furniture company, still led by multiple generations of the Condos family.

We are fully vertically integrated, designing and manufacturing our collections in-house to ensure exceptional quality, performance, and attention to detail. Harbour blends refined design with durable, sustainably sourced materials to create products that elevate outdoor living across residential, hospitality, and commercial spaces worldwide.

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