Customer Service Representative

Napa Home & Garden, a dynamic home décor wholesaler headquartered in Norcross, GA, offers sophisticated products for the home to style-conscious retailers through a best-in-class shopping experience. We are a well-recognized brand within the home décor industry and part of a family of highly regarded brands.

About the role

The Customer Service Representative serves as the primary point of contact with customers, building and maintaining strong relationships while delivering exceptional service and support. This role is key to promoting the company’s products and ensuring a positive brand perception in all interactions.

Responsibilities

• Provide solution-oriented support for customer inquiries, order processing, and product/service information.
• Troubleshoot product and service-related issues, claims, and credit inquiries; escalate complex cases as needed.
• Act as a brand ambassador, ensuring a positive perception of Napa Home & Garden in all customer interactions.
• Review and verify orders for accuracy, track deliveries, and ensure timely fulfillment of internal and external deadlines.
• Maintain broad product knowledge to recommend alternatives for out-of-stock or discontinued items.
• Collect and relay customer feedback, suggestions, and complaints to relevant teams to drive continuous improvement.
• Update customer profiles and ensure data integrity.
• Monitor and track customer issues to identify patterns, trends, and opportunities for process improvement.
• Collaborate with cross-functional teams (warehouse, accounting, sales) to address customer needs and resolve issues.

Skills

• Excellent written and verbal communication skills for warm, timely customer responses.
• Proficiency in software tools (MS Office Suite, Outlook) for reports, timelines, and data management.
• Strong time-management and attention to detail.
• Empathy and interpersonal skills to build relationships and deliver exceptional service.
• Ability to remain calm and professional in high-pressure situations.
• Proactive, solution-oriented mindset.
• Enjoyment of continuous learning and adaptability to changing priorities.
• Ability to work independently and collaboratively in a team environment.
• Knowledge of home décor, gifts, textiles, or retail industries is a plus.
• Familiarity with sales techniques (upselling, cross-selling) is a plus.

Requirements

• High school diploma or equivalent experience.
• 1–2 years of experience in administrative, customer service, or related fields.
• Familiarity with customer resolution techniques.
• Strong detail orientation and data entry skills.

Physical requirements

• Sitting, standing, and walking for extended periods.
• Prolonged computer use requiring hand-eye coordination and specific vision abilities (close, distance, color, depth perception, and focus adjustment).
• During semi-annual Market periods, standing and walking for 8–12 hours per day.

Benefits

• Health, dental, and vision insurance.
• Employee assistance program.
• Flexible Spending Account and Health Savings Account.
• 401(k) with company matching.
• Company-paid life insurance and long-term disability insurance.
• Voluntary life insurance and short-term disability options.
• Paid time off.

Applicants must pass a pre-employment background check and drug screening, be authorized to work in the U.S., and not require sponsorship now or in the future.