Customer Support Representative

Customer Support Representative

Waterfront Brands is the largest and premier manufacturer of waterfront equipment in North America, with offices in Fergus Falls, MN, Claremore, OK, Fort Lauderdale, FL, and Snow Hill, NC. The company's flagship brands include ShoreMaster, HydroHoist, Neptune, and Tide Tamer; additional brands include RhinoDock, PolyDock Products, ShoreMaster Fabrics, RotoMoldUSA, HyPower, and Firstmate.

The Customer Support Representative serves as the first point of contact for eCommerce customers, dealers, and contractors across Inland brands, including ShoreMaster, ShoreMaster Fabrics, and HydroHoist. Responsibilities include handling phone calls and online chats related to orders, product inquiries, website support, shipping updates, returns, warranty claims, and basic troubleshooting. The role also supports the overall customer experience by providing timely, professional assistance throughout the sales process and offering backup support to the Coastal eCommerce team, including Boat Lift Warehouse. Success in this position requires strong communication, attention to detail, customer service skills, and collaboration with internal teams.

Position Responsibilities

• Respond to customer phone calls, chats, and inquiries for Inland eCommerce brands.
• Assist with orders, product questions, shipping, returns, warranty claims, and basic troubleshooting.
• Help customers navigate websites, place orders, and understand product options.
• Research and resolve customer issues, documenting interactions and escalating complex concerns when needed.
• Collaborate with internal teams to support customer needs and improve service.
• Provide backup support for the Coastal eCommerce team, including Boat Lift Warehouse.
• Maintain product and process knowledge while meeting quality, productivity, and company standards.
• Perform additional duties as assigned.

Education

• High School Diploma or General Education Degree (GED) Required
• Associate's or Bachelor's Degree – Business, Marketing, Communication or related field – preferred
• Experience in Customer Support or Administrative Support - preferred

Knowledge and Skills

• Excellent written and verbal communication skills
• Customer/Client Focus
• High level of initiative, attention to detail, and ability to problem solve
• Multi-tasking abilities
• Ability to work independently and as part of a team
• Proficient in Microsoft Word, Excel, and PowerPoint

Schedule

Full-time, in-office position located in Fergus Falls. Standard hours are Monday–Friday, 8:00 AM–5:00 PM.

Pay: $18.00 - $19.00 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Waterfront Brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.