Customer Service Specialist

CopperSmith® designs and manufactures high-quality custom metalwork, including range hoods, bathtubs, sinks, tables, and more. Our products are handcrafted using premium materials and built to order, with a focus on durability, functionality, and timeless design.The RoleWe are looking for a Customer Service Specialist to support day-to-day customer interactions and post-purchase service. This role is focused on handling inbound communication, resolving issues, and ensuring customers receive clear, timely support throughout their order and after delivery.You will be responsible for answering phones, managing tickets, routing calls, and assisting customers with questions related to orders, delivery, installation, and warranty claims. This role works closely with internal teams to resolve issues and keep orders moving efficiently.Key ResponsibilitiesAnswer inbound calls and respond to customer inquiriesManage customer service tickets and email communicationRoute calls and requests to the appropriate internal teamsAssist customers with order status, delivery updates, and general questionsHandle escalations and work toward timely resolutionProcess and support warranty claims and returnsProvide basic installation support and guidanceCoordinate with operations, production, and logistics teams as neededMaintain accurate records of customer interactionsQualifications5+ years of customer service experienceStrong communication skills, especially over the phoneAbility to manage multiple conversations and tasks at onceExperience handling escalations and resolving customer issuesOrganized and detail-orientedComfortable working with internal teams to solve problemsFamiliarity with ticketing systems or CRM tools preferredBonus: experience with logistics, fulfillment, or warranty claimsWhat We OfferCompetitive salary based on experienceBenefits packageHybrid work schedule (in-office and remote)