Customer Service Representative

Plum Paper, a division of Avery Products Corporation is North America's best solution for handmade, fully customizable planners and notebooks. What began as a small venture, with design and personalization at the heart of it, has grown into a thriving and successful e-commerce business.

While our company has grown significantly in the last decade, we've never lost that hand‑crafted, design‑first spirit. We have a vibrant, collaborative workplace culture and we work hard, but we love what we do! If you enjoy the challenge of a fast‑paced environment and the company of some truly dynamic individuals, then Plum Paper is the place for you.

Because every Plum Paper product is customizable, our customers ask us for things no off‑the‑shelf company ever hears. Our Customer Service Representatives are the people who turn those requests into great outcomes and who help us learn from every one of them. Warm, human, genuinely helpful service is our differentiator, and our CSRs are always looking for their next "wow" moment.

• A collaborative, inclusive, energetic work environment with talented workforce. Opportunities for professional development and career advancement.
• Competitive Hourly Pay Rate - $21.00 - $25.00 based on knowledge, skills and relevant work experience.
• Quarterly Bonus Potential
• Work Life Balance:
  
  12 Company Paid Holidays, Paid Vacation and Paid Sick Time
• Great comprehensive benefits program including Medical, Dental, Vision, Short Term & Long Term Disability programs, Company paid Life Insurance, and Wellness Incentives.
• Excellent 401K Retirement Program with very generous company match.

• Deliver outstanding written support. Today we support customers primarily by email. We're actively launching live chat, and phone support is on our roadmap. You'll help us stand up and shape these new channels as we grow.
• Champion custom requests with sound judgment. Interpret customer special requests, work with our production team to determine what we can accommodate, and communicate options and pricing clearly and transparently, including graciously saying no when a request falls outside what our current process supports.
• Solve problems end to end. Help customers with product information, advice, and solutions, aiming to exceed expectations in every interaction. Prioritize incoming communications, act quickly on time‑sensitive requests, and stay in close contact with our production team. Handle order entry as needed, troubleshoot delivery inquiries and submit claims with our shipping carriers when needed.
• Feed the product feedback loop. Tag and categorize inquiries in our help desk so we can spot trends, and report issues affecting customer satisfaction with our website or products to the right teams. What customers tell you directly shapes what we build next.
• Help us improve how we work. We're a growing team actively upgrading our tools and processes. You'll document workarounds, test new workflows, and help keep our macros and FAQ content accurate and current.
• Be a strong team player. Participate and engage in team meetings and perform other related duties as assigned.

• A minimum of two years of customer service experience, along with comfort performing general administrative duties.
• Post‑secondary education is a plus, but not required.
• Excellent written communication: you write clear, warm, concise emails that make complicated things simple such as pricing differences, production constraints, why a color looks different on two screens, all while keeping our friendly voice.
• Hands‑on experience with a help desk platform such as Help Scout, Freshdesk, or Gorgias, plus proficiency in Microsoft Office and strong general computer skills. Navigating multiple applications with speed and accuracy is part of our everyday life. Familiarity with AI tools for improved efficiency is a plus!
• Exceptional spelling, grammar, and mathematical skills, with the accuracy and attention to detail to manage many moving pieces across every customer interaction.
• The ability to multitask, prioritize, and stay composed when volume is high.

• Treat customers…