JOB DESCRIPTION




Customer Service Representative (Retail)




Department: Operations

Reports To: Facility Operations Manager

Status: Non-Exempt (Hourly)


Position Overview



The Customer Service Representative (Retail) provides outstanding support to customers and internal teams by managing the order-to-invoice process and ensuring a positive customer experience.

This role serves as a key point of contact and plays an important part in maintaining strong customer relationships and store operations.


Key Responsibilities

• Provide professional customer service via phone, email, and in person


• Process customer orders accurately, including pricing and details


• Create and manage customer accounts and coordinate with AR/Credit as needed


• Handle payments and assist with transactions


• Resolve customer issues, including returns, complaints, and product concerns


• Initiate paint match and product requests for customers


• Maintain organized records of customer interactions and transactions


• Restock shelves, maintain displays, and keep the retail area clean and organized


• Assist with inventory management, including receiving shipments and stock counts


• Communicate with sales, operations, and customer service teams to ensure timely order fulfillment


• Identify opportunities to increase sales by recommending additional products


• Gather customer feedback to improve service and experience

• High school diploma or equivalent


• Strong communication and customer service skills


• Basic math skills and ability to handle transactions


• Ability to multitask and stay organized in a fast-paced environment

• Previous customer service or retail experience


• Experience with POS, ERP, or CRM systems (e.g., MS Dynamics, Shopify, Salesforce)


• Spanish-speaking ability is a plus

• Strong problem-solving and active listening skills


• Positive, team-oriented attitude


• Ability to adapt communication style to different customers


• Willingness to learn product knowledge quickly

• Ability to stand for extended periods and move throughout the store


• Ability to lift up to 40 lbs


• Work in both office and retail/production-adjacent environments

• Customer-facing role with variety and daily interaction


• Opportunity to grow product knowledge and sales skills


• Team-focused environment with hands-on involvement in operations