Customer Support Assistant

Before we get into the details about the specific job opening we have available, there are a few things that we’d like you to know about us.

Customer Support Assistant

Steel Lighting Co. was born from an idea of challenging the norm and always pushing to be better. Today, those same values of progress and improvement drive us in every decision we make, and have led us to a point where we want to grow our team to help further those goals.

Steel Lighting Co. is a growing business that prides itself on doing things the right way: putting family first, staying true to its roots, and producing quality products. There is a deep sense of community, transparency, and accountability–top to bottom–that helps every employee thrive.

Like all things in life, this opportunity isn’t for everyone, and we are highly protective of the close-knit group we have working here, so we want to make sure anyone who might be hired is the right fit.

Customer Support Assistant

While experience you may have in the fields of lighting, interior design, construction, administration, customer service, or e-commerce can be to your advantage, your character and willingness to contribute will set you apart from the crowd.

We at Steel Lighting Co. have a deep sense of pride in the story we tell the world, and we’re excited to see what part you might have to play in that story.

If you consider yourself to be capable, highly motivated, and adaptable; someone who likes to learn on their feet, solve problems, and continually improve, we encourage you to not just apply, but write us to tell us more about yourself, and why you think you’d be the perfect person to join our team.

Customer Support Assistant

JOB SUMMARY

As a Customer Support Assistant, you play a vital role in ensuring exceptional customer experiences for our valued clients. Your primary responsibility is to provide timely and accurate assistance to customer inquiries, addressing their concerns, and guiding them through product information, orders, and issue resolution. Your attention to detail, empathy, and effective communication skills contributes to maintaining our reputation for outstanding customer service. You are a crucial part of creating positive interactions that leave lasting impressions on our customers.

JOB DESCRIPTION

(Other Duties May Be Assigned)

Customer Support Assistant

• Responsible for communicating with existing customers.
• Answer phone calls, emails, texts, live chat messages, and any other form of customer communication or correspondence.
• Submit all orders & replacements that need to be shipped to the Fulfillment Team Lead.
• Communicate any delays or order changes with customers and Customer Service Manager.
• Process all refunds to customers
• Ensure that all marketplaces have updated inventory levels, that all critical orders have been shipped out on time, and that all marketplace-specific messages have been answered in a timely manner.
• Communicate all issues and/or complaints regarding the website to the Customer Service Manager.
• Catalog and track issues reported by customers regarding manufacturing, production, or fulfillment.
• Perform other tasks as required.

QUALIFICATIONS

Customer Support Assistant

To perform the job successfully, an individual must be able to perform each essential duties satisfactorily. The requirements listed below are representative of the knowledge skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be energetic and enthusiastic and willing to engage with the team and customers. Able to communicate openly and interactively with the team and management.

Reasoning – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Teamwork – Exhibit’s objectivity and openness to other views; gives and welcomes feedback; contributes to building a positive team spirit.

Customer Support Assistant

Ethics – Treat people with respect; keeping in mind to treat others as they would like to be treated; Keeps commitment; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organizational goals and values; supports affirmative action and respects diversity.

Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for their own actions; follows through on commitment.

Mathematical – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Attendance/punctuality – is consistently at work and on time; ensure their work responsibilities are covered when absent; arrives at meetings and appointments on time.

Customer Support Assistant

WORK ENVIRONMENT

We are proud of the vibrant, welcoming, and familial work culture at Steel Lighting Co. and have made it a priority to grow our team while maintaining that atmosphere of kindness and respect.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand; use hand to finger, handle or rail and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. While performing the duties of this job, the employee is; occasionally exposed to toxic or caustic chemicals. The noise level in the work environment is usually moderate.

LANGUAGE SKILLS

Customer Support Assistant

Individuals must be able to read a limited number of two- and three-syllable words and to recognize similarities and differences between words and between series of numbers and to print and speak simple sentences. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.