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POSITION DESCRIPTION

DEPARTMENT:  Customer Service

LOCATION:  Support Center - Americas

REPORT TO:  Customer Experience Manager

SHIFT: Thur, Fri, Sat, Sun, Mon (9-5PM EST)

POSITION PURPOSE & EXPECTATION

You are a wonderful communicator. You can put people at ease because you are natually patient and attentive. You can easily phrase a conversation positively at all times. You are calm, goal-oriented and can handle surprises.

You have excellent product knowledge. You instantly recognise the 10+1 Culture Commitments as being part of your love for Lovisa.

We’re looking for a calm, detail-oriented Customer Care Support team member to help deliver an exceptional Lovisa.com experience for our customers across the East Coast of North America. In this remote role, you’ll manage customer inquiries through live chat, email, and phone, ensuring every interaction is handled with care and resolved within our 24-hour service standard.

ROLE OVERVIEW

• Every piece of feedback is important to our website offer, be it in the service delivery of getting an item to our customer on time, or directing an international or regional customer purposefully to their nearest Lovisa store.
• The customer experience support role is to capture, report, and resolve the feedback from our Customers in regard to their experience using Lovisa.com
• Management of customer emails with daily priorities of correct response, follow-up, and resolution is key to this role. Keeping them on script and knowing when to escalate for 100% satisfaction is your priority.
• Assisting with the language and descriptions and promises of the online product detail is key to delivering our customer what they want; providing our Content team with the key words to use or avoid.
• Problem solving for customers may arise from time-to-time, you will continuously develop your understanding of our customer and will continuously improve on output to enhance the customer experience.
• You are the gatekeeper and editor of the Lovisa Store Locator service; keeping the world up to date with our available stores around the globe.
• This role offers a great opportunity to acquire a broad knowledge of dotcom procedures within a hands on and productive environment.
• You will be an excellent multitasker with the ability to speak the Lovisa lingo during live chat sessions with our customers globally.

ROLE OBJECTIVE

• Manage the customer service responses for Lovisa.com, live chat, inbound phone calls and social media.
• Engage our team and customers purposefully to achieve 100% service resolution within 24 hours.
• Reply back to customers in a timely manner in line with the department KPIs.
• Manage adhoc duties as directed by the CX Manager and Coordinator.
• Liaise with internal stakeholders such as the marketing, digital, trade, and retail teams.
• Solve customer issues, complaints, and feedback in an efficient way while adhering to our policies.

REQUIREMENTS OF THE ROLE

• Respond to daily feedback from customers (both internal and external) with pro-active and decisive communication that result in positive outcomes for all parties.
• Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates and full complaint resolutions.
• Assist in the definition of item descriptions and display to create the best possible content for our customers and stores.
• A desire to exceed our customers' expectations with exceptional product detail, assistance and recommendations; you are "Ambassador Lovisa.com".
• Communicate effectively through our customer omni-channels.
• Assist in managing order fulfillment by following up with customers, logistics, and management.

ATTRIBUTES REQUIRED

• Excellent communicator in verbal and writing skills
• Ability to deliver on schedule, working calmly and efficiently under pressure
• Desire to develop the Lovisa communication to an audience beyond the website with your increasing knowledge and insight into our customers' habits and reactions.
• Knowledge of Futura is desirable
• Knowledge of Zendesk or similar customer ticketing/service systems
• Knowledge of Shopify+ is desirable
• Willingness and ability to learn new software programs quickly, on the job
• Strong analysis and problem-solving skills
• An understanding of customer service ethos, online shopping experiences and general e-commerce practices
• Ability to manage and prioritise your own time and workload
• Ability to record information accurately and produce accurate & timely reports
• Team player
• Highly accountable
• Ability to take direction and work with minimal supervision
• Respect for procedures and business requirements

YOUR CAREER PATH

This role will have many touchpoints with the online team. Depending on your success, skill set and desire, the customer care support team memeber will have exposure to service delivery management, fulfillment management, content management, and customer engagement (EDM) coordination.

The Company Specialises in ; 
- *Inbound & Outbound Communication* – handle phone calls, emails, live‑chat, and social‑media messages promptly and professionally; log interactions accurately.
- *Order & Shipment Support* – assist with order placement, tracking, delivery scheduling, and address changes; resolve delays, damages, or returns efficiently.
- *Problem Resolution* – investigate complaints, identify root causes, and provide timely solutions; follow up to ensure satisfaction and document resolution steps.
- *Account Management* – update customer profiles, process billing inquiries, and manage credit‑note requests in the ERP system.
- *Process Improvement* – suggest enhancements to service procedures, contribute to FAQ/knowledge‑base updates, and share feedback with operations.
- *Performance Metrics* – meet KPI targets for average handling time, first‑call resolution, customer satisfaction scores, and SLA compliance.
- *Team Collaboration* – coordinate with logistics, finance, and IT to resolve cross‑functional issues; participate in daily huddles and training sessions.

# Required Qualifications & Skills
- *Experience:* 1‑2 years of customer‑service experience in logistics, e‑commerce, or a similar industry (fresh graduates with strong communication skills are welcome).
- *Technical:* Proficiency in CRM software (e.g., Salesforce, HubSpot), ticketing platforms, and Microsoft Office Suite; basic knowledge of logistics processes is a plus.
- *Language:* Fluent English (spoken & written); additional Nigerian language skills are advantageous.
- *Soft Skills:* Strong active listening, empathy, problem‑solving, and conflict‑resolution abilities; calm under pressure and a team‑player mindset.

# What We Offer
- Competitive salary + quarterly performance bonus.
- Comprehensive health, dental, and vision insurance.
- Structured onboarding and ongoing training programs.
- Friendly, growth‑oriented work environment with clear career pathways.

About Us
OmniMax International is a leading North American building products manufacturer, headquartered in Atlanta, Georgia. We have 14 manufacturing facilities across the United States and Canada. As the top supplier in the residential roof drainage and roofing accessories markets, OmniMax has extensive scale, top brands such as Amerimax, Berger, Verde, and Flamco, and longstanding relationships with the nation's largest home center retailers and building product distributors. OmniMax International is owned by funds managed by SVPGlobal, a global investment firm with more than $18 billion in assets under management, established by Victor Khosla in 2001. Learn more at and

Elevate Your Industry Career

We are looking for a skilled individual to join our team as a
Customer Care Representative.
They will be responsible for providing customers with exceptional experience while strengthening relationships between internal stakeholders (Manufacturing, Logistics, Credit & Collections, etc.) and ultimately the end customer.

Benefits Of Working With Us

• Competitive compensation including paid time off and holidays.
• Medical insurance (HDHP with HSA and PPO options)
• Prescription drug coverage
• Dental and vision insurance
• Pre-tax flexible spending account
• 401(k) retirement savings with employer match
• Basic and supplemental life and AD&D insurance
• Short-term and long-term disability insurance
• Pre-tax dependent care flexible spending account
• Wellness program with diabetes prevention, condition care, preventive care, and annual flu shot.
• Employee Assistance Program

Requirements
We are seeking a candidate with the following qualifications.

• Proven track record of delivering excellent customer service in a fast-paced environment
• Minimum of 2 years of relevant experience in manufacturing, construction or building products is recommended.
• Experience using analytical skills set to process orders, or trouble shoot.
• Experience working with Excel, Word, and order entry applications.
• Bachelor's degree preferred.

Duties And Responsibilities
A typical day may include:

• Manage all component of customer orders and requests.
• Work closely with other internal departments (such as Sales, Manufacturing, Credit, etc.) to ensure accurate and timely order entry and fulfillment
• Timely data entry and processing of orders, as well as verifying accuracy of information.
• Communicate information relative to product applications, schedules, material availability, and shipments to the customer.
• Support operations to ensure timely delivery of products to customer locations
• Communicate potential problems, including diffusing a difficult customer situation.
• Demonstrate knowledge of products, their use and how they relate to other products to provide general product-related technical assistance to distributors, retailers, contractors, architects, and homeowners.
• Act as a customer advocate liaison between the customer, field sales, manufacturing, logistics, planning, marketing, and other internal organizations.

Position Details

• Full Time: Shift- 7:30am – 5:00pm ET
• Located in: Duluth, GA

We are proud of our commitment to equal employment opportunities for all qualified job candidates and associates and ask that all associates support diversity and inclusion in the workplace. OmniMax prohibits unlawful discrimination based on age, race, color, sex/gender, sexual orientation, gender identity, pregnancy, national origin, religion, disability, genetic information, veteran status, or any other characteristic made unlawful by federal, state, or local laws.

Working together, we have a tremendous opportunity to define our company culture, grow our business and provide long-term opportunities for our employees and shareholders.

If you are a performance-driven individual looking to advance your career and your values align with ours, we invite you to explore career opportunities with us. We look forward to learning more about you.

The Customer Care Representative is responsible for order creation and communicating professionally, timely, and with concern for the companys internal and external customers.

Major Responsibilities

• Principal point of contact with assigned customers to take orders, communicate schedules, plan the logistics and resolve service issues
• Establish and maintain positive working relationships with customers by using proper etiquette; must represent the company in a professional manner
• Interface with customers ERP systems (e.g. SAP)
• Coordinate loads internally with other departments which includes but not limited to: Coordinating with Transportation for pick-ups/deliveries, coordinating with Transloading for heating/loading requirements, and coordinating with Depot for staging/loading/heating requirements
• Enter detailed information into Ventura system to create work orders/truck tickets.
• Responsible for producing or providing all required documentation to each Department in order for operating departments to properly perform their required tasks
• Provide POD and back-up documentation for any requested order
• Produce Material Handling invoices and work to ensure they are correct. This includes posting these orders in VTC system which must accurately maintain Customers inventory records
• Maintain positive and productive relationships with Customers and with all members of the Ventura teams
• Coordinate logistics with outside carriers
• Provide monthly inventories as prescribed per Customer request
• Other duties and projects as assigned

Requirements

• Must be able to communicate in written English using proper grammar, punctuation, and spelling
• Must be well organized and have good follow-up skills
• Accurate and detail oriented
• Skilled at working diplomatically with customers and employees
• Good communicator. Able to communicate effectively in English both verbally and in writing
• Strong teamwork skills. Able to maintain positive and productive relationships with customers and fellow team members.
• Have a positive, non-argumentative, and well-mannered demeanor and be able to communicate effectively with customers and other team members
• Critical thinker, able to improve processes and procedures
• Able to work in a fast-paced environment with shifting priorities

Physical Requirements

• Able to work in an active office environment.
• Able to work odd hours or be on call from time to time.
• Able to sit down and work in front of a computer for long periods of time

At Will Employment

While we look forward to a long and profitable relationship, you will be an at will employee of the Employer, which means the employment relationship can be terminated by either of us for any reason, at any time, with or without prior notice and with or without cause. This offer letter is not a contract of employment for any specific period of time. Any statements or representations to the contrary (and, indeed, any statements, verbal or in writing, contradicting any provision in this offer letter) should be regarded by you as ineffective.

The Company

WE ARE ASQ: EXCELLENCE THROUGH QUALITY

ASQ is the leading membership association to help quality professionals achieve their career goals and drive excellence through quality in their organizations and industries. We provide expertise, knowledge, networks, and solutions to a global membership of individuals and organizations spanning more than 140 countries. ASQ was founded in 1946 and is headquartered in Milwaukee, Wisconsin.

The Position

The Customer Care Rep provides high-quality service to ASQ customers and is responsible for answering all customer requests via multiple channels of communication including chat, e-mail, and phone. The ideal candidate will be a strong communicator who values teamwork and accountability, is able to work in a fast-paced environment with high levels of multi-tasking, and who is dedicated to providing a positive customer experience.

This role is a non-exempt position. The hourly compensation range for the role is $15.58 to $19.48 based on experience and overall fit.

Main Responsibilities

• Professionally handles incoming communications and service ticket requests from customers and ensures that issues are resolved both promptly and thoroughly.
• Efficiently gathers customer information, accesses and fulfills customer needs, educates the customer (where applicable) to prevent the need for future contact, and documents interactions through contact tracking in the CRM platform, Fonteva.
• Provides quality service and support in a variety of areas including, but not limited to: placing orders, invoicing, and system troubleshooting.
• Upsells ASQ's products and services and builds strong relationships with internal customers to ensure maximum results for issue resolution for all customers.
• Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer's experience.
• Adheres to ASQ Competencies: Trust, Accountability, Collaboration, and Transparency
• All other duties as assigned.

Working Conditions and Physical Requirements:

Hybrid Office Environment with 2+ days in office at the Milwaukee Headquarters location.

Bring Your Best: Position Minimum Qualifications

• A high school degree;
• A minimum of 1 year of customer service experience in a fast-paced environment;
• Or an equivalent combination.
• Must be able to comply with attendance and timeliness policies.

The Location

ASQ is conveniently situated in downtown Milwaukee, immediately adjacent to major freeway exits and the robust downtown economy. The Avenue MKE and Riverwalk access provides our employees easy indoor and outdoor access to shopping, restaurants, and coffee shops. Our office space is in a historic building incorporating newly designed workstations, an option for sit/stand desks, and community and collaboration space. We also offer a hybrid work environment that offers staff the option of working from home up to 3 days per week.

Why You Should Apply

At ASQ, our philosophy is that performance-driven pay provides a foundation for a complete benefit package that helps you live your best life, both at work and at home. Competitive base pay, outstanding benefits, opportunities for learning and growth, programs to help you plan for the future and perks that inspire your downtime are all part of ASQ's total compensation package.

Learning and Growth

• Challenging and interesting work
• Benefits of ASQ membership
• ASQ-sponsored training
• Opportunities to achieve professional designations and certifications
• Performance management and coaching
• Tuition reimbursement

Health and Wellness

• Medical insurance
• Dental insurance
• Vision insurance
• Health savings accounts
• Flexible spending accounts
• Fun and rewarding wellness program
• Access to Avenue MKE Fitness Center and Pickleball Courts

Total Compensation

• Competitive base pay
• Opportunity for annual merit increases
• Monthly metric-based incentive program
• Outstanding benefits

Planning for the Future

• Retirement savings program
• Disability income plan
• Life insurance, Accident, & Critical Illness insurance

Culture and Workplace

• Growing, global organization
• Mission-driven and committed to sharing ideas and tools that make the world work better
• Healthy work/life balance and hybrid work schedule
• Positive, collaborative, team-oriented environment
• One-week winter break every December, in addition to accrued paid time off and other paid holidays
• Regular coffee socials, peer to peer recognition, and more

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.