LOCATION: Appleton, WI / Fox Valley, WI Area

About John Boos:

John Boos & Co. is a leader in premium wood and stainless-steel kitchen equipment and furniture, proudly made in the USA for almost 140 years. Serving foodservice, industrial, and consumer/retail markets, our products are known for their craftsmanship, durability, and timeless design. We’re looking for a personable, motivated Customer Service Representative to support the consumer Ecommerce vertical.

Job Summary:
We are seeking a friendly, detail-oriented Ecommerce Customer Service Representative to join our team. In this role, you will be a primary point of contact for customers shopping on our online store. You will assist with orders, emails, live chat, and phone calls to resolve issues, answer inquiries, and provide an outstanding customer experience that builds brand trust and customer loyalty.

Key Responsibilities:

• Respond to customer inquiries via email, chat, and phone in a professional and timely manner.
• Assist customers with order placement, returns, refunds, exchanges, and product questions.
• Troubleshoot order and delivery issues with carriers and fulfillment teams.
• Maintain accurate records of customer interactions in CRM or ticketing system.
• Collaborate with other departments to resolve complex customer issues.
• Monitor and escalate recurring issues to management for resolution.
• Support accurate and timely order entry into the system. 
• Identify opportunities to improve the customer experience and streamline processes.
• Stay up-to-date on products, policies, promotions, and system updates.
• Receive and apply feedback from senior team members to continuously improve communication internally and with our customers.

Education & Experience:

• High school diploma, associate’s degree, or bachelor’s degree
• 1–3 years of professional experience in ecommerce, retail, or customer support roles
• Excellent written and verbal communication skills
• Strong problem-solving skills and attention to detail
• Comfortable using customer service software, eCommerce platforms, and basic tech tools 
• Ability to multitask
• Organized and dependable
• Eager to learn and take direction well
• Strong communicator who collaborates well with management and cross-functional teams
• Flexible schedule, including occasional weekends or evenings as needed during peak holiday season