Customer Experience Representative

About CopperSmithCopperSmith® is the world’s finest purveyor of custom metalwork products, including range hoods, bathtubs, sinks, tables, and more. By combining the highest quality materials, handmade craftsmanship, and unparalleled service, we create one-of-a-kind heirloom products that reflect the unique vision of each client.The RoleAs a Customer Experience Representative, you will be the front line of our brand—guiding customers through the post-purchase journey and ensuring a seamless, high-touch experience from production approval through delivery and beyond.You will handle inbound calls, resolve customer issues, coordinate updates, and support order progress. Beyond day-to-day interactions, you will play a key role in identifying friction points, improving processes, and helping shape a best-in-class customer experience.You’ll work closely with our operations, production, and sales teams to ensure every order meets our standards for quality and service.Growth & ImpactThis role is designed to grow with the business. As systems are built and processes improve, high performers will have the opportunity to take on broader responsibilities or other leadership positions. We’re looking for someone who takes ownership, communicates clearly, and is motivated to continuously improve both the customer experience and the systems behind it.Qualifications5+ years of experience in customer service, customer experience, or a related fieldStrong communication skills and confidence handling inbound calls and customer interactionsAbility to manage multiple conversations, orders, and timelines simultaneouslyExperience resolving issues, managing returns, and handling escalations professionallyHighly organized and detail-orientedComfortable working cross-functionally with internal teamsProblem-solving mindset with a desire to improve processes and reduce frictionBonus: experience with logistics, fulfillment, or ecommerce operationsWhat We OfferCompetitive salary based on experienceCompetitive benefits packageHybrid work schedule with a mix of in-office and remote work days