Customer Care Representative

Igloo Products Corp. is an iconic, fast‑growing American brand known for its durable coolers.

This role will be involved in the Customer Care Representative is responsible for delivering exceptional customer service while managing customer inquiries and orders, primarily through Zendesk tickets and email, with additional inbound and outbound phone support as needed. This role requires strong communication skills, solid product knowledge, and the ability to efficiently handle a moderate daily volume of calls and tickets.

• Handle 50–70 inbound calls and customer support tickets per day with professionalism and efficiency
• Meet established response‑time and resolution SLAs while maintaining high‑quality service
• Respond to customer inquiries and resolve issues using the Zendesk ticketing system
• Process and manage customer orders through Magento
• Coordinate product returns and related workflows using Wrike
• Provide accurate information regarding Dometic products, including features, specifications, and basic troubleshooting
• Resolve customer concerns promptly while maintaining a high level of customer satisfaction
• Accurately document all customer interactions and case details in company systems
• Collaborate with internal teams, including the Product Team, Data Management Team, and Returns Team, as well as external teams such as the Dometic Team and the Front Runner Team, to resolve customer issues effectively
• Maintain compliance with company policies, procedures, and service standards

• High school diploma or GED equivalent
• 1–3 years of customer service or retail sales experience
• Proven experience in a call center or customer support environment
• Hands‑on experience with Zendesk, Magento, Wrike, or similar CRM/order management systems
• Strong technical aptitude with the ability to quickly learn products, systems, and processes
• Excellent verbal and written communication skills
• Strong problem‑solving skills and the ability to multitask effectively
• Ability to manage both call and email/ticket volumes while maintaining high service quality
• Consistent availability to work on‑site in a structured call center environment during scheduled shifts
• Customer‑focused mindset with a commitment to delivering exceptional service

• Experience supporting technical or durable consumer products
• Familiarity with order management, returns, and warranty processes
• Ability to thrive in a fast‑paced, team‑oriented environment

• Medical
• Vision
• Life Insurance
• Short‑term & Long‑term disability
• Supplemental life insurance
• Flexible Spending Accounts

Igloo offers equal opportunities for everyone. Equal opportunities mean that all employees shall be treated according to their abilities and qualifications in every employment decision, including but not limited to hiring, advancement, compensation benefits, training, lay-offs and termination. Any form of discrimination or harassment against employees due to personal factors, such as gender, ethnicity, skin color, age, sexual orientation, religion, nationality, disability and pregnancy or employees with family responsibilities is prohibited.

All applicants must be at least 18 years old and legally authorized to work in the United States on a permanent basis.

Igloo supports and respects the protection of internationally proclaimed human rights. We do not tolerate child labor or any form of modern slavery, including forced, bonded or compulsory labor, physical or psychological punishment or human trafficking.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
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.