Customer Service Representative

Job Description Customer Service Representative

Reports to:

Director of Operations | Statesville, NC (in-office) | Part-Time, 10am - 4pm, Hourly

We Sell Mats is looking for a Customer Service Representative to be the primary point of contact for customers by phone, email, and live chat. This person answers questions, produces quotes, and processes orders, including following through on POs and open orders to ensure customers receive the personal touch they have grown to expect from We Sell Mats.

• Handle inbound calls, emails, and live chat professionally and promptly.
• Answer product questions accurately (materials, sizing, durability, use case).
• Build sustainable relationships of trust through open and interactive communication.
• Produce quotes and process customer orders accurately.
• Follow up on open POs and orders to make sure they're completed accurately and promptly.
• Process returns and exchanges per company policy.
• Contact customers about updates to orders or any additional information needed.
• Track outbound shipments and answer customer status questions.
• Take and record clear notes on all customer interactions.
• Navigate carrier and partner portals as needed (Fed Ex billing, LTL booking sites, government contract sites).
• Compile reports on overall customer satisfaction.
• Escalate complex issues with enough context that customers don't repeat themselves.
• Support other operational tasks as assigned as business needs require.

• 2+ years of customer service, call center, or order support experience.
• Confident on the phone; strong written communication for email and chat.
• Comfortable with Shopify, Zendesk (or similar CRM), Word, and Excel.
• Comfortable learning new websites and portals independently.
• Net Suite or Ship Station experience is a plus, not required.
• Available for part-time, in-office work in Statesville, NC

We Sell mats sells gymnastics mats and foam tile flooring.