Customer Care Specialist

About DutchCrafters

Headquartered in Sarasota FL DutchCrafters is the leading retailer of Amish furniture offering handcrafted custom pieces online and in showrooms in Sarasota and Alpharetta GA. Since 2003 we have partnered with skilled Amish woodworkers across Ohio Pennsylvania and Indiana to bring heirloom-quality furniture to our customers. Our collaborative team lives our core values - Community Authenticity Giving Excellence and Sustainability - creating a culture of innovation recognition and growth.

No furniture experience Dont worry - well teach you everything you need to know!

Why Work Here

DutchCrafters has received numerous awards including Sarasota-Manatees Top Workplaces 2020-2024 Furniture Todays Best Places to Work 2021-2024 Furniture Todays Empowering Women Award in 2023 and Inc. 5000s fastest growing companies for six years. Our culture fosters opportunity for growth with 9 of our current 11 management staff having been promoted from within the company. We take our jobs seriously while also creating a fun and casual environment.

You can see what our employees have to say about us on Indeed and Glassdoor.

Job Description

Were seeking a full-time Customer Care Specialist for our Fulfillment Team. The customer care specialist is an advocate for our B2B and B2C customers throughout the build and delivery process of an order. They are part of the post-sale support team and are passionate for providing exceptional customer service. Acting as the first line of response to customers from placement to receipt of order the customer care specialist communicates in an open helpful and engaging tone and focuses on creating the best experience for each customer as they wait for their delivery. This position offers a rewarding experience where the employee has the opportunity to impact the company the team and the customer journey.

Primary Responsibilities

• Welcome every customer into the DutchCrafters family by delivering exceptional service and support from the moment an order is placed through to final delivery.
• Exceed customer expectations by providing personalized attentive care throughout the entire order journey.
• Maximize sales opportunities by confidently upselling complementary products premium options and value-added features to increase order value and support revenue goals.
• Support order completion by assisting customers with finalizing product details (e.g. stain selection) and ensuring all necessary purchase order documentation is accurately submitted.
• Proactively shape customer expectations by clearly communicating timelines and updates related to order delivery ensuring a smooth and satisfying customer experience.
• Keep customers informed with timely updates on order status revised timelines and shipping details to maintain transparency and trust.
• Conduct follow-up calls post-delivery to reinforce customer satisfaction gather feedback and build lasting relationships.
• Resolve customer claims efficiently and empathetically ensuring each issue is handled professionally with a focus on successful resolution.
• Contact customers regarding payment plans or outstanding balances to reduce delays and keep orders on track

Qualifications

• Customer service oriented with excellent telephone and email communication skills.
• Sales experience is a plus but not required
• Strong work ethic with integrity self-motivation and personal responsibility.
• Organizational skills with ability to prioritize.
• Extraordinary ability to be helpful go above and beyond and take care of customers.
• Strong desire to be part of a team achieving personal and company-wide goals.
• Competency with Office 365 internet savvy and comfortable using databases.

Physical Environment

As a Customer Care Specialist you will primarily work in a professional office environment. This role involves:

• Sitting at a desk for extended periods (up to 8 hours a day)
• Viewing a computer monitor for most of your shift
• Answering and making telephone calls using a headset
• Working in a shared space that can sometimes be noisy with other team members on the phone or engaging in conversations.

Compensation & Benefits

Compensation for this role is $20.00 per hour.

DutchCrafters benefits package includes health dental vision and life insurance that begins on the first of the month after your first day of employment. We also offer a 401(k) plan with a company match 16 PTO days after 90 days of employment and a generous employee discount.

Employees are eligible to work a hybrid schedule after six months of employment with three days in office and two remote working days.

Hours

This role requires 8-hour shifts usually Monday through Friday from 8:00 a.m. until 5:00 p.m.

Work Authorization

All candidates must be authorized to work in the United States without sponsorship.

DutchCrafters is an equal opportunity employer and does not discriminate based on race color religion sex national origin age or disability. We value diversity as an important corporate resource and seek to build a company that learns to leverage the strengths found in a diverse workforce. We promote an inclusive workplace that celebrates individuality and respects all employees.

DutchCrafters is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in all phases of the employment life cycle. To request reasonable accommodation please contact Delinda Smith Human Resources Coordinator at .

Background Check

All candidates will be required to submit to a background check prior to an offer of employment being extended. DutchCrafters believes in a persons ability to learn from their mistakes so if you feel that you would be a good fit for this position but have a blemish or two from your past submit your resume and lets talk.

Required Experience:

IC