Customer Care Representative (Custom Products Specialist)
- Charlotte, NC
- Permanent
- Full-time
Join our Custom Products team at Scouting America, where we support meaningful programs, events, and initiatives across the country through high-quality, personalized merchandise. As a Customer Care Representative, you’ll be the first point of contact for customers, designing products that inspire, celebrate, and support the scouting movement.
This role blends service and sales, helping customers navigate customization options, resolve issues, and deliver excellent results that exceed expectations.Essential Job Functions:
- Deliver Outstanding Support: Respond promptly and empathetically to customer inquiries via phone, email, and chat across all stages of the custom order process.
- Guide the Custom Journey: Help customers select product options, understand customization processes, and finalize their designs with clarity and confidence.
- Process and Manage Orders: Accurately enter, manage, and track orders using our CRM and order systems, ensuring timeliness and precision.
- Solve Problems Proactively: Resolve customer concerns with professionalism and creativity, turning challenges into opportunities for delight.
- Collaborate Across Teams: Work with design, production, and fulfillment teams to ensure every order meets brand and quality expectations.
- Build Lasting Relationships: Serve as a trusted advisor by developing rapport, understanding needs, and providing thoughtful recommendations.
- Maintain Accurate Documentation: Record all interactions, updates, and resolutions in the CRM for team visibility and continuous improvement.
- Contribute to Continuous Improvement: Identify common customer pain points and share feedback with team leads to refine processes and offerings.
- High School diploma or equivalent
- 1–2 years in a customer service or order support roles, preferably in custom products, e-commerce, or retail
- A willingness to learn and become familiar with product customization tools or design software (e.g., PDF proofing, Canva, Adobe)
- Experience with ERP or production/order management systems preferred.