Customer Service Agent Job

Customer Service Representative – Decorative Lighting & Ceiling Fan Manufacturer
Position Summary
The Customer Service Representative (CSR) is a key member of our North American support team, responsible for delivering exceptional service to retail partners, distributors, contractors, designers, and end consumers. This role ensures a smooth customer experience by providing product knowledge, resolving inquiries, supporting order processing, and coordinating with internal teams such as sales, logistics, and technical support.
The ideal candidate is customer focused, detail oriented, and comfortable working in a fast paced manufacturing and distribution environment. The best CSR are in constant contact with Customers/Representatives and the key to a great experience.
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Key Responsibilities
Customer Support & Communication
• Serve as the primary point of contact for phone, email, chat, and portal-based customer inquiries.
• Provide timely and courteous assistance regarding product information, inventory availability, pricing, warranty terms, installation guidance (non technical), and order status updates.
• Build positive customer relationships by delivering a consistent and professional experience.
Order Management
• Enter, review, and track orders in the ERP system (e.g., SAP, NetSuite, Microsoft Dynamics).
• Monitor order progress from confirmation to fulfillment, proactively resolving delays, backorders, or shipping issues.
• Communicate delays and shipments effectively to both Customers and Agency Representatives
• Coordinate with warehouse/logistics teams to ensure accurate and on-time deliveries across North America and Canada.
• Escalate unresolved, difficult and potential issues to Leadership
Product Knowledge & Support
• Maintain strong understanding of decorative lighting, ceiling fans, accessories, and finishes.
• Provide alternative solutions and assist customers in selecting appropriate products based on style, application, and performance needs.
• Provide support and processing for warranty claims, replacement parts, defect inquiries, and returns (RMAs).
Problem Resolution
• Investigate and resolve customer issues efficiently while maintaining brand reputation.
• Escalate product or system-related issues to technical support or engineering teams as needed.
• Document problems and recurring trends to help improve processes and service standards.
• Clearly and pro-actively communicate delays or discontinued products to Customers and Representatives
Collaboration & Reporting
• Work closely with the sales team to support key accounts, promotions, and project opportunities.
• Prepare service reports including order accuracy, response times, claim patterns, and customer satisfaction metrics.
• Participate in team meetings and continuous improvement initiatives.
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Qualifications
Required
• 1–3+ years of customer service experience, preferably in manufacturing, distribution, home improvement, lighting, or consumer goods.
• Strong communication skills, both written and verbal.
• Proficiency in CRM/ERP systems and Microsoft 365 applications.
• Ability to multitask, prioritize, and work independently under minimal supervision.
• High attention to detail and strong problem-solving capabilities.
Preferred
• Knowledge of lighting and ceiling fan terminology (lumens, color temperature, airflow ratings, etc.).
• Experience working with Lighting Showrooms, Electrical Distributors, big-box retailers (Home Depot, Lowe’s, Menards, Costco etc) is an asset
• Bilingual (English/Spanish), especially valuable for positions serving US markets.
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Work Environment & Schedule
• Full-time position with business hours dependant on territory; occasional peak-season overtime may be required.
• Hybrid or on-site options depending on location and department needs.
• May require light travel for training, trade shows, or customer visits (optional depending on role).
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What We Offer
• Competitive salary and benefits package.
• Comprehensive product training and ongoing professional development.
• Opportunity to work with a brand known for quality, innovation, and exceptional design in decorative lighting and ceiling fans.
• Supportive, team-oriented culture.

Minimum 2 years experience in a similar role
This position does not require in-office attendance. Remote candidates are welcome and will be considered.
Availability to work within Pacific Time Zone hours is preferred.
Applicants must currently reside in the United States

Health/Dental Benefits, Retirement Benefits, Paid Holidays, Vacations, and Sick Leave