Customer Service Representative (Seasonal)

FARIBAULT MILL

Customer Service Representative

Full-Time, Seasonal | 30-40 hours per week | Starts Immediately

Position will work hours Monday - Sunday; as the main focus is responding to customers promptly is important to the success of the position and organization.

• Estimated work schedule: Monday, Wednesday, Thursday, Saturday (8:30AM - 5:00PM), and Sunday (11:30AM - 4:00PM). We are open to changing this schedule slightly during the week, but we do need people on Monday, Saturday & Sunday; open to discussion.

For 158 years, Faribault Mill has endured as an iconic American maker. Within our mills in Minnesota and Maine, we combine timeless craftsmanship with modern thinking to create wool and cotton products that last for generations. Our profoundly unique processes, devotion to quality, and the loyalty of our valued customers have allowed us to carry on our legacy and continue weaving our story into American history.

The Role

We're looking for an enthusiastic, detail-driven Customer Service Representative to be the friendly, reliable voice of Faribault Mill for our customers. You'll help shoppers place and adjust orders, answer questions about our products, and keep them informed every step of the way. During the holiday season we handle a high volume of emails, calls, and chats, so staying organized and upbeat under pressure is key. The ideal candidate thrives in a fast-paced environment and genuinely loves making people's day - someone who takes pride in solving problems and lights up when a customer gets exactly what they need.

Core Responsibilities

• Serve as the primary point of contact for customers across phone, email, and live chat, responding promptly, accurately, and professionally.
• Draft, cancel, and adjust online orders, and relay accurate product and delivery timelines.
• Track and manage multiple customer issues and questions at once, following through on every request to completion.
• Maintain Excel workbooks to log order delivery data and customer notes, and provide proactive order status updates.
• Educate customers on Faribault Mill products, materials, and craftsmanship.
• Partner closely with Product Development, Shipping, and other internal teams to ensure smooth, on-time order fulfillment.

Required Skills

• Proficient in Microsoft Applications (Outlook, Excel, etc.), with strong ability to manage, organize, and analyze information in complex workbooks and spreadsheets.
• Strong verbal and written communication skills across phone, email, and live chat.
• Excellent cross-team communication skills to bridge information between customers and internal departments.
• Highly organized self-starter with strong attention to detail, natural curiosity, and the ability to prioritize effectively in a fast-paced environment.
• Shopify or similar e-commerce platform experience is a plus.

Qualifications

• High school diploma or equivalent.
• Experience working in a customer service environment.
• Proficiency with Microsoft Applications (Outlook, Excel, etc.).

Position Details

• Full-time (40 hours/week), seasonal position.
• Position will have hours most days of the week, including Saturdays and Sundays
• Starts immediately and runs through the end of the year (2026)
• There is the possibility of continued Customer Service Rep work into the new year (2027) based on business needs, which will be discussed and aligned at that time.