Customer Care & Product Specialist
Job Description
Maxwood Furniture is a rapidly growing furniture company with an expanding portfolio of brands including Max & Lily, Plank + Beam, and Maxtrix. Since launching over two decades ago, we’ve built multiple sales channels across DTC websites and third-party marketplaces. We’re passionate about designing inspiring, on-trend furniture that brings customers’ home décor dreams to life.
We are seeking a new member to add to our Customer Care team. Are you ready to be part of something amazing?
Role Overview
The Customer Service Representative is responsible for delivering exceptional customer experiences across our brand portfolio. This role serves as a key point of contact for customers, providing product support, resolving inquiries, and ensuring timely and effective issue resolution.
The ideal candidate brings strong communication skills, attention to detail, and a customer-first mindset while thriving in a fast-paced, team-oriented environment.
Responsibilities
Respond promptly and professionally to customer inquiries primarily via phone, as well as through email and chat
Provide accurate product details, pricing, and availability information
Assist customers with product selection, returns processing, and delivery updates
Resolve customer complaints and assembly-related inquiries in a positive and solution-oriented manner
Troubleshoot and support direct-to-customer freight shipments
Identify opportunities for suggestive selling and upselling during customer interactions
Maintain strong attention to detail and follow-through in all customer communications
Participate in furniture assembly training as part of ongoing development
Prioritize and complete assigned tasks efficiently and on time
What Success Looks Like
High customer satisfaction and positive feedback
Efficient resolution of inquiries and support requests
Accurate order and account management
Strong collaboration within the Customer Care team
Consistent professionalism across all communication channels
Requirements
Strong organizational and problem-solving abilities
Confidence handling customer interactions primarily over the phone, as well as via chat and email
Ability to work effectively in a team environment
Excellent verbal and written communication skills
Ability to manage multiple priorities in a fast-paced setting
Preferred
Experience with online chat systems or direct phone sales
Familiarity with e-commerce platforms such as Shopify Plus
Experience with suggestive selling and upselling techniques
Proficiency in Microsoft Office Suite (especially Excel)
Comfort with PowerPoint
Benefits
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Vision insurance
• Paid time off
• Professional development assistance
Work Location
On-site in Charleston, SC (Daniel Island)