Customer Service & Fulfillment Specialist

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Product Development | Mechanical Engineering | Innovation

Company Overview

Tradition Hardware designs and manufactures premium solid brass hardware inspired by classic styles that have stood for generations. Every piece is crafted from solid brass by our in-house team of designers and engineers, serving discerning homeowners, contractors, and designers who value authentic craftsmanship and timeless design.

Position Summary

We are seeking an enthusiastic, self-driven individual who takes pride in making customers happy. This full-time role is a unique combination of customer service with boots on the ground fulfillment work. You will be responsible for bridging the gap between our customer service and fulfillment teams, working as part of both to ensure customers are supported to the highest standards. We sell a premium product, and your job will be to make sure our customers get a premium "concierge" experience.

Our Culture

We're a small team with a big vision. We value craftsmanship, curiosity, and initiative. You'll be empowered to learn, contribute, and growwhether you're helping a designer with a sample request or inspecting hardware that will be installed in a historic home.

Key Responsibilities

Customer Support (50%)

Respond to customer inquiries via email, phone, and chat with professionalism and enthusiasm

Resolve order issues including shipping questions, returns, and product information requests

Product education - help customers understand brass hardware care, installation, and finish options

Problem-solving - work with warehouse team to resolve fulfillment errors in real-time

Customer feedback - identify recurring issues and suggest improvements to enhance customer experience

Documentation - maintain accurate records of customer interactions and resolutions

Order Fulfillment and Inventory (40%)

Order processing - pick, pack, and prepare orders with accuracy and care

Quality control - inspect brass hardware for finish quality and craftsmanship before shipping

Inventory management - assist with receiving, organizing, and counting inventory

Packaging - ensure premium products are properly protected during shipping

Workspace organization - maintain clean, organized fulfillment area

Shipping coordination - prepare orders for pickup and coordinate with carriers

Documentation & Process (10%)

Cross-training opportunities in different areas of the business

Process improvement - contribute ideas for making operations more efficient

Skill building - develop expertise in customer service, operations, and quality management

Team collaboration - work closely with operations manager and other team members

Required Qualifications

Strong communication skills - friendly, professional phone and email presence

Detail-oriented - ability to maintain accuracy in fast-paced environment

Proactive problem-solver who enjoys creating solutions and improving processes

Comfortable working both independently and as part of a team

Physical capability - able to lift up to 25 lbs and stand for extended periods

Reliable transportation - consistent attendance is important for team success

Positive attitude - enthusiasm for helping customers and working as part of a team

Preferred Qualifications

Customer service experience (retail, restaurant, or call center)

Interest in home improvement or design

Business, communications, or related major

Experience with e-commerce or online retail

Bilingual capabilities (Spanish particularly valuable)

Previous warehouse or fulfillment experience

Leadership development - train new team members and take on supervisory duties

Cross-functional exposure - learn about design, marketing, and business operations

Participation in trade shows or industry events

Mentorship from experienced operations manager

Team-oriented atmosphere with supportive management

Fast-paced but manageable workload during busy periods

Learning-focused environment that encourages questions and growth

Safety-conscious with proper training and equipment provided

Location & Schedule

Full-time position. Regular hours with some need for flexibility in peak seasons.

Office-based in Orem, Utah

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Retail Furniture and Home Furnishings

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