Customer Care & Product Specialist

Maxwood Furniture is a rapidly growing furniture company with an expanding portfolio of brands including Max & Lily, Plank + Beam, and Maxtrix. Since launching over two decades ago, we’ve built multiple sales channels across DTC websites and third-party marketplaces. We’re passionate about designing inspiring, on-trend furniture that brings customers’ home décor dreams to life. We are seeking a new member to add to our Customer Care team. Are you ready to be part of something amazing? Role Overview The Customer Service Representative is responsible for delivering exceptional customer experiences across our brand portfolio. This role serves as a key point of contact for customers, providing product support, resolving inquiries, and ensuring timely and effective issue resolution. The ideal candidate brings strong communication skills, attention to detail, and a customer-first mindset while thriving in a fast-paced, team-oriented environment. Responsibilities Respond promptly and professionally to customer inquiries primarily via phone, as well as through email and chat Provide accurate product details, pricing, and availability information Assist customers with product selection, returns processing, and delivery updates Resolve customer complaints and assembly-related inquiries in a positive and solution-oriented manner Troubleshoot and support direct-to-customer freight shipments Identify opportunities for suggestive selling and upselling during customer interactions Maintain strong attention to detail and follow-through in all customer communications Participate in furniture assembly training as part of ongoing development Prioritize and complete assigned tasks efficiently and on time What Success Looks Like High customer satisfaction and positive feedback Efficient resolution of inquiries and support requests Accurate order and account management Strong collaboration within the Customer Care team Consistent professionalism across all communication channels Requirements Strong organizational and problem-solving abilities Confidence handling customer interactions primarily over the phone, as well as via chat and email Ability to work effectively in a team environment Excellent verbal and written communication skills Ability to manage multiple priorities in a fast-paced setting Preferred Experience with online chat systems or direct phone sales Familiarity with e-commerce platforms such as Shopify Plus Experience with suggestive selling and upselling techniques Proficiency in Microsoft Office Suite (especially Excel) Comfort with PowerPoint Benefits 401(k) matching Dental insurance Employee assistance program Employee discount Flexible schedule Flexible spending account Health insurance Life insurance Vision insurance Paid time off Professional development assistance Work Location On-site in Charleston, SC (Daniel Island) #J-18808-Ljbffr