Customer Care Representative

About the role

The Customer Care Representative will serve as the primary point of contact for an assigned book of customers, including franchise partners and independent accounts. This role involves managing order entry, auditing orders, responding to customer inquiries, and handling remakes and credits.

Responsibilities

• Serve as the primary point of contact for an assigned book of customers, including franchise partners and independent accounts, building familiarity with each customer's preferences and ordering patterns.
• Manage order entry from purchase orders, order forms, and quotes, and prepare accurate documentation for production teams.
• Audit every order against customer documentation prior to release using established audit tools and processes, verifying critical specifications: dimensions, materials, finishes, grain direction, and construction details.
• Respond to customer inquiries via phone, email, and LiveChat with professionalism, warmth, and accuracy — clear, courteous, and free of internal jargon.
• Proactively update customers on order status, lead times, and issues affecting their order (material outages, production delays, freight exceptions).
• Own rush orders end-to-end — confirm feasibility with production, communicate realistic dates, and follow through until the order ships.
• Process remakes, credits, and order changes accurately, and document root causes.
• Maintain orderly records for all customers and develop in-depth knowledge of Northern Contours systems, products, and processes.
• Manage multiple priorities simultaneously while providing problem resolution and analysis.
• Act as a backup to invoicing.

Requirements

• High school diploma or GED (required)
• Exceptional attention to detail and demonstrated accuracy in high-volume work
• Strong written and verbal communication skills — this role lives in email and chat
• Proficiency in Microsoft Office Suite and comfort learning order management and AI-assisted audit tools
• Excellent organizational and multitasking ability across multiple accounts and deadlines
• Natural problem-solving instincts and a team-oriented, collaborative mindset
• Ownership – treats assigned accounts as your own and sees issues through to resolution
• Accountability – owns mistakes, fixes them, and closes the loop
• Professionalism and discretion with confidential information
• Commitment to company values and customer satisfaction

Preferred

• Customer service, order entry, or account management experience in manufacturing or building products
• Familiarity with cabinetry, millwork, kitchen and bath, or made-to-order manufacturing environments

Benefits & Perks

• Competitive and comprehensive benefits package including medical coverage, dental & vision insurance, savings & retirement options, paid time off, and more.

Pay

Hourly/non-exempt starting at $17.50–22.00 per hour. Individual compensation is determined by skills, qualifications, and experience, with opportunities for growth based on performance.

Schedule

This role requires working indoors in environmentally controlled conditions and sitting for long periods of time.