Customer Service Representative

Workplace Type: On-site

Job Type: Full-time

Languages: Spanish a plus

Company Overview

Diamond Mattress is a fourth-generation, family-owned and operated company committed to handcrafting mattresses in the USA since 1946. We care about our customers and our products, focusing on quality, value, and promoting the importance of a good night's sleep for your health.

About the Role

We are seeking a full-time, experienced Customer Service Representative to join our California customer service team. This role works closely with and provides key support to the sales team, ensuring our retailer partners are served accurately and on time. The position is central to keeping orders moving smoothly through production — from entry and audit of sales orders, to scheduling, to resolving delivery timing questions and delays — while also managing warranty claims for end consumers.

This position is within a fast-paced environment at a growing company, where teamwork and strong relationships are essential. The ideal candidate is well organized, able to manage multiple projects and priorities, and communicates clearly and effectively.

Qualifications

• Self-learner
• Organized, with strong follow-up abilities
• Listens well and effectively resolves conflict
• Enjoys interacting with people in all different areas, including customers and other team members
• Communicates clearly and effectively
• Prior customer service or order management experience preferred

Duties and Responsibilities

• Provide excellent customer service to create memorable experiences for retailers and end consumers
• Assist the sales team by supporting retailer accounts and helping ensure orders are handled accurately and on time
• Enter and audit sales orders for production, verifying accuracy of SKUs, product benefits, and order details
• Assist with scheduling orders for production and work closely with shipping to ensure products are shipped on time
• Answer questions from retailers and sales reps regarding delivery timing, and proactively communicate any delays
• Handle warranty claims and processing, including working directly with end consumers to help resolve their concerns
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution
• Work in a fast-paced, goal-oriented environment while ensuring compliance with department policies and procedures
• Understand multiple SKUs and multiple levels of product benefits to support accurate order entry and customer questions
• Be a warm, friendly team player who supports other departments as needed
• Hourly pay plus bonus opportunity
• Life insurance
• 401(k) with 3% employer contribution
• 10 paid holidays throughout the year (including your birthday)