Customer Service Associate

If you're someone who enjoys solving problems, building relationships, and creating positive customer experiences, this could be the perfect opportunity for you. As a Customer Experience Associate, you'll play a vital role in supporting both direct-to-consumer and wholesale customers while serving as a key connection point between our customers, sales partners, and internal teams.

This position is more than answering questions. You'll help ensure seamless order experiences, support retailers and consumers through issue resolution, and collaborate across Sales, Marketing, Operations, Product, and Finance to keep business moving forward. Every interaction is an opportunity to represent the brand, strengthen customer relationships, and make a meaningful impact on the customer journey.

Reports to: Sr. Customer Service Manager

• Serve as the first point of contact for customers, retailers, and partners by answering incoming phone calls professionally and directing inquiries to the appropriate teams.
• Monitor web and wholesale-facing queues within the CRM platform, ensuring all inquiries receive a response within 2 business days.
• Support customers through warranty and product quality inquiries by gathering documentation, processing RMAs and replacements, and coordinating credits with Finance.
• Process web return requests through the Happy Returns platform.
• File claims with Fed Ex for missing or lost customer shipments.
• Enter wholesale email orders accurately and promptly while adhering to customer-specific routing requirements.
• Process orders for sales representative demo fleets and manual retail seeding requests.
• Partner with external Sales Representatives and wholesale retailers to manage booking orders and at-once orders submitted through the B2B platform.
• Assign order discounting and payment terms appropriately and collaborate with the Inventory Analyst to resolve product availability questions.
• Complete order revisions before scheduled ship dates and communicate end-of-life product updates to retailers and sales representatives when needed.
• Process new account applications and onboard accounts within Net Suite.
• Coordinate with Finance to facilitate final credit approval for new accounts.
• Develop collaborative relationships with retailers and sales partners to support smooth order execution and account management.
• Support office administration by maintaining organized backroom materials and coordinating office supply orders.
• Assist with shipping sales samples, retailer materials, and other departmental shipments according to established procedures.
• Provide support across Marketing, Operations, Product, and other teams as business needs arise.

• Strong verbal and written communication skills, including phone and email correspondence.
• A customer-first mindset with the ability to approach situations thoughtfully and find effective solutions.
• Ability to maintain a positive, professional approach when interacting with consumers, retailers, sales partners, and internal teams.
• Strong attention to detail and the ability to complete work accurately and efficiently.
• Ability to manage multiple priorities and adapt in a fast-paced environment.
• Proactive approach to identifying and resolving open customer service issues.
• Strong problem-solving skills and sound judgment.
• Comfortable learning and utilizing new technologies, systems, and web-based platforms.
• Proficiency with Microsoft Outlook, Excel, and other Microsoft Office applications.
• Understanding of Net Suite and NuORDER workflows, with the ability to continue building expertise after training.
• Ability to work independently while also contributing to a collaborative team environment.
• Ability to commute to the Framingham, MA office 2 days per week.

• 1-2 years of experience in customer service or another customer-facing role.

• Previous experience working in an office environment or call center.
• Strong familiarity with Microsoft Outlook.
• Specialty retail or running industry experience.
• Advanced Microsoft Excel skills, including VLOOKUPs and Pivot Tables.
• Experience with Net Suite or a…