Customer Service Representative - New Jersey

Customer Service Representative

Opportunity to join Larson-Juhl, LLC, a worldwide leader in the custom picture framing industry and Berkshire Hathaway subsidiary, as a Customer Service Representative for North America. The Customer Service Representative assists North American customers with orders, account needs, and service requests while providing accurate, timely support.

Role Details

• This position is based out of Fairfield, New Jersey; this is a Fully on-site position
• The hours for this position are 9am - 6pm Eastern Time
• Competitive hourly pay rate of $20-$26 with Profit Sharing potential
• This position reports to the Customer Service Manager

Key Responsibilities

• Daily goal of up to 10+ calls or emails/chats per hour.
• Ensures a positive customer experience by handling orders, payments, credits, service recoveries, and customer requests accurately and efficiently.
• Provide knowledgeable support for customer inquiries related to accounts, orders, deliveries, credits, products, inventory, pricing, and digital tools.
• Efficient, precise documentation of all customer interactions. Includes notes on order/credits, CRM case description and selections.
• Manage customer cases from initial inquiry through final resolution, ensuring timely follow-up, effective problem-solving, and clear communication.
• Committed to meeting team KPI goals.
• Actively engage in weekly team meetings, monthly one-on-one meetings with your manager, and other required meetings, including on-camera participation.
• Collaborate with other Larson-Juhl Teams to fulfil customer requests and support company programs (Branches, Sales, Accounts Receivable, Supply Chain, Marketing.)
• Demonstrated commitment to living the Larson-Juhl Values.
• Continual self-development on all Larson Juhl products, services, processes and procedures through company provided training, tools and self-initiative.
• Other responsibilities as assigned.

Preferred Qualifications and Attributes

• 5+ years call center experience, 1+ years remote customer support experience.
• Ability to calculate fractions and read a ruler are required.
• Proficient in Microsoft Office including Outlook and Teams.
• Prior CRM & IVR call routing system experience is preferred. Dynamics CRM and Five9 are preferred.
• Professionally type at least 40 wpm with 90% accuracy.
• Ability to quickly assess, analyze and resolve a variety of situations.
• Demonstrates accountability, strong organizational skills, self-motivation, and the ability to work effectively both independently and collaboratively within a team environment.
• Familiar with framing products/ basic framing practices is preferred to include: woodworking, crafting, custom manufacturing or other creative background experience is helpful.
• High school diploma

Larson-Juhl is a values-based organization, built on a rich history of artisanship and service. We believe the customer always comes first and in delivering a seamless experience that provides customers with end-to-end solutions and unmatched quality and service. Our responsibility as the global leader is to operate in the most environmentally, ethically, and socially responsible manner to ensure a sustainable future for our business, team members, and partners throughout the custom framing industry. Larson-Juhl Values Customer always comes first. Fair and Honest in all dealings. Respect for the individual. Excellence in products and service. Rewards tied to performance. Leadership by example.