Customer Care Specialist

About DutchCrafters Headquartered in Sarasota, FL, DutchCrafters is the leading retailer of Amish furniture, offering handcrafted, custom pieces online and in showrooms in Sarasota and Alpharetta, GA. Since 2003, we have partnered with skilled Amish woodworkers across Ohio, Pennsylvania, and Indiana to bring heirloom-quality furniture to our customers. Our collaborative team lives our core values – Community, Authenticity, Giving, Excellence, and Sustainability – creating a culture of innovation, recognition, and growth. No furniture experience? Don't worry - we'll teach you everything you need to know! Why Work Here? DutchCrafters has received numerous awards including Sarasota-Manatee's Top Workplaces 2020-2024, Furniture Today's Best Places to Work 2021-2024, Furniture Today's Empowering Women Award in 2023, and Inc. 5000's fastest growing companies for six years. Our culture fosters opportunity for growth with 9 of our current 11 management staff having been promoted from within the company. We take our jobs seriously while also creating a fun and casual environment. You can see what our employees have to say about us on Indeed and Glassdoor. www.indeed.com www.glassdoor.com Job Description We're seeking a full-time Customer Care Specialist for our Fulfillment Team. The customer care specialist is an advocate for our B2B and B2C customers throughout the build and delivery process of an order. They are part of the post-sale support team and are passionate for providing exceptional customer service. Acting as the first line of response to customers from placement to receipt of order, the customer care specialist communicates in an open, helpful, and engaging tone and focuses on creating the best experience for each customer as they wait for their delivery. This position offers a rewarding experience where the employee has the opportunity to impact the company, the team, and the customer journey. Primary Responsibilities Welcome every customer into the DutchCrafters family by delivering exceptional service and support from the moment an order is placed through to final delivery. Exceed customer expectations by providing personalized, attentive care throughout the entire order journey. Maximize sales opportunities by confidently upselling complementary products, premium options, and value-added features to increase order value and support revenue goals. Support order completion by assisting customers with finalizing product details (e.g., stain selection) and ensuring all necessary purchase order documentation is accurately submitted. Proactively shape customer expectations by clearly communicating timelines and updates related to order delivery, ensuring a smooth and satisfying customer experience. Keep customers informed with timely updates on order status, revised timelines, and shipping details to maintain transparency and trust. Conduct follow-up calls post-delivery to reinforce customer satisfaction, gather feedback, and build lasting relationships. Resolve customer claims efficiently and empathetically , ensuring each issue is handled professionally with a focus on successful resolution. Contact customers regarding payment plans or outstanding balances to reduce delays and keep orders on track Qualifications Customer service oriented with excellent telephone and email communication skills. Sales experience is a plus, but not required Strong work ethic with integrity, self-motivation, and personal responsibility. Organizational skills with ability to prioritize. Extraordinary ability to be helpful, go above and beyond, and take care of customers. Strong desire to be part of a team achieving personal and company-wide goals. Competency with Office 365, internet savvy and comfortable using databases. Physical Environment As a Customer Care Specialist, you will primarily work in a professional office environment. This role involves: Sitting at a desk for extended periods (up to 8 hours a day) Viewing a computer monitor for most of your shift Answering and making telephone calls using a headset Working in a shared space that can sometimes be noisy, with other team members on the phone or engaging in conversations. Compensation & Benefits Compensation for this role is $20.00 per hour. DutchCrafters' benefits package includes health, dental, vision, and life insurance that begins on the first of the month after your first day of employment. We also offer a 401(k) plan with a company match, 16 PTO days after 90 days of employment, and a generous employee discount. Employees are eligible to work a hybrid schedule after six months of employment with three days in office and two remote working days. Hours This role requires 8-hour shifts, usually Monday through Friday from 8:00 a.m. until 5:00 p.m. Work Authorization All candidates must be authorized to work in the United States without sponsorship. DutchCrafters is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, or disability. We value diversity as an important corporate resource and seek to build a company that learns to leverage the strengths found in a diverse workforce. We promote an inclusive workplace that celebrates individuality and respects all employees. DutchCrafters is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in all phases of the employment life cycle. To request reasonable accommodation, please contact Delinda Smith, Human Resources Coordinator, at [email protected] . Background Check All candidates will be required to submit to a background check prior to an offer of employment being extended. DutchCrafters believes in a person's ability to learn from their mistakes, so if you feel that you would be a good fit for this position but have a blemish or two from your past, submit your resume, and let's talk.