Customer Care Representative

Customer Care Representative

Come work with us! Headquartered in Mendota Heights, MN, Northern Contours is a leading manufacturer of cabinet components serving the Kitchen & Bath, Office, Healthcare, and broader commercial markets. We support a diverse customer base across multiple channels and operate a portfolio of brands — including Renuit and Front+Center — focused on delivering high-quality, innovative solutions.

We're looking for a Customer Care Representative to join our team! The best customer care representatives are genuinely excited about helping people. They're patient, empathetic, and passionately communicative, able to put themselves in a customer's shoes and advocate for them when it matters. If problem-solving comes naturally to you and you take pride in getting the details right, we'd love to hear from you.

This is a detail-critical role. Our products are made-to-order, and a single missed specification — a grain direction, a hinge boring pattern, a finish code — becomes a remake, a delayed job site, and a frustrated customer. The right candidate treats accuracy as a point of pride, not a checkbox, auditing orders before release every time with no exceptions, reaching out to customers before they have to ask, keeping remake rates on their accounts trending down rather than up, and building enough trust that customers know their name and rely on their answers.

What You'll Do

• Serve as the primary point of contact for an assigned book of customers, including franchise partners and independent accounts, building familiarity with each customer's preferences and ordering patterns
• Manage order entry from purchase orders, order forms, and quotes, and prepare accurate documentation for production teams
• Audit every order against customer documentation prior to release using established audit tools and processes, verifying critical specifications: dimensions, materials, finishes, grain direction, and construction details
• Respond to customer inquiries via phone, email, and LiveChat with professionalism, warmth, and accuracy — clear, courteous, and free of internal jargon
• Provide proactive updates on order status, lead times, and issues affecting a customer's order (material outages, production delays, freight exceptions) so customers never have to chase us for answers
• Own rush orders end-to-end — confirm feasibility with production, communicate realistic dates, and follow through until the order ships
• Monitor programs and procedures to ensure on-time delivery and customer satisfaction, coordinating with production, scheduling, and shipping to resolve issues before they reach the customer
• Process remakes, credits, and order changes accurately, and document root causes
• Maintain orderly records for all customers and develop in-depth knowledge of Northern Contours systems, products, and processes
• Manage multiple priorities simultaneously while providing problem resolution and analysis
• Act as a backup to invoicing

What You Bring

• High school diploma or GED (required)
• Exceptional attention to detail and demonstrated accuracy in high-volume work
• Strong written and verbal communication skills — this role lives in email and chat
• Proficiency in Microsoft Office Suite and comfort learning order management and AI-assisted audit tools
• Excellent organizational and multitasking ability across multiple accounts and deadlines
• Natural problem-solving instincts and a team-oriented, collaborative mindset
• Ownership – treats assigned accounts as your own and sees issues through to resolution
• Accountability — owns mistakes, fixes them, and closes the loop
• Professionalism and discretion with confidential information
• Commitment to company values and customer satisfaction

Preferred (Not Required)

• Customer service, order entry, or account management experience in manufacturing or building products
• Familiarity with cabinetry, millwork, kitchen and bath, or made-to-order manufacturing environments

Working Environment

• This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
• Requires working indoors in environmentally controlled conditions
• Requires sitting for long periods of time

Benefits & Perks

At Northern Contours, we offer a competitive and comprehensive benefits package designed to support your health, financial well-being, and work-life balance.

Health & Wellness

• Medical coverage through an Individual Coverage HRA
• Dental & vision insurance
• HealthJoy app — 24/7 telemedicine & benefits support

Savings & Retirement

• 401(k) with employer match
• HSA with company contribution
• FSA for healthcare and dependent care

Financial Protection

• Company-paid life insurance and AD&D
• Short-term and long-term disability coverage
• Optional accident, critical illness & hospital plans

Paid Time Off & More

• Generous PTO accruals increasing with tenure
• Paid holidays + floating holiday
• 24/7 Employee Assistance Program
• Company-paid identity & device protection

Compensation

• Hourly/non-exempt starting at $17.50–22.00 per hour. Individual compensation is determined by skills, qualifications, and experience, with opportunities for growth based on performance.

Qualifications

Education

High School or better.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.