Customer Care Associate

Our Foundation:

Mission: We shape timeless and functional designs from simple, natural materials to elevate everyday life.

Vision: To celebrate the beauty of objects with real, authentic character.

Values: Dignity & Respect | Ownership & Initiative | Commitment to Quality & Craft | Learning & Growth Together

Position Summary:

We are seeking a service-oriented, detail-focused team member to join our Customer Care team. The Customer Care Associate is the direct voice of Simon Pearce for customers contacting us by phone, email, and chat, and is responsible for delivering an experience that reflects the same craftsmanship and care our products are known for. Working as part of a small, close-knit Customer Care team, this role handles order support, product questions, and issue resolution with accuracy and warmth.

Beyond day-to-day service, this role has real room to grow. As the team builds better visibility into ticket and call volume, the Customer Care Representative will have the opportunity to develop analytical skills — helping the team understand trends, spot recurring issues, and make the case for process improvements.

Someone who takes pride in getting the details right, enjoys helping people, and wants a stable foot in the door at a growing company would be a strong fit for this role. We offer competitive pay and a benefit package that includes: medical, dental, and vision coverage, employer paid life & disability, paid time off, flexible holiday time, 401k retirement plan with employer match, and tuition reimbursement assistance. Additionally, we offer exclusive employee discounts on both our glass and pottery products and at our restaurant.

Primary Duties and Responsibilities:

Customer Communication & Support

• Responds to customer inquiries and service requests via phone, email, and chat.
• Provides order updates, product details, and general account support.
• Resolves customer issues including damaged or misrouted shipments, returns, and order errors.
• Delivers a customer experience on par with the in-store experience, reflecting Simon Pearce’s values in every interaction.

Order & Systems Support

• Processes and supports customer orders in Shopify.
• References NetSuite as needed to research order and account details.
• Responds to emails and chats in our ticketing system (Gorgias).
• Escalates order or fulfillment issues to the appropriate team for timely resolution.

Team Collaboration & Coverage

• Works closely with the other Customer Care team members to maintain consistent coverage across phone, email, and chat.
• Supports seasonal scaling during Q4/holiday peak volume.
  Partners with Retail, Shipping, and Planning teams as needed to resolve customer issues.

Secondary Duties and Responsibilities:

Analytics & Continuous Improvement

• Helps track and organize tickets and call volume data to build clearer visibility into trends.
• Identifies recurring customer issues and flags patterns to leadership.
• Contributes ideas for process improvements based on frontline customer interactions.