Position Summary
The Customer Support Representative is the primary contact for eCommerce customers, dealers, and contractors across multiple Inland brands. The role provides support via phone and online chat for orders, product questions, website assistance, shipping, returns, warranties, and basic troubleshooting. Responsibilities also include enhancing the customer experience throughout the sales process and providing backup support to the Coastal eCommerce team. Success requires excellent communication, attention to detail, strong customer service, and effective teamwork.
Waterfront Brands is the largest and premier manufacturer of waterfront equipment in North America, with offices in Fergus Falls, MN, Claremore, OK, Fort Lauderdale, FL, and Snow Hill, NC. The company’s flagship brands include ShoreMaster, HydroHoist, Neptune, and Tide Tamer; additional brands include RhinoDock, PolyDock Products, ShoreMaster Fabrics, RotoMoldUSA, HyPower, and Firstmate.
Position Responsibilities
- Respond to customer phone calls, chats, and inquiries for Inland eCommerce brands.
- Assist with orders, product questions, shipping, returns, warranty claims, and basic troubleshooting.
- Help customers navigate websites, place orders, and understand product options.
- Research and resolve customer issues, documenting interactions and escalating complex concerns when needed.
- Collaborate with internal teams to support customer needs and improve service.
- Provide backup support for the Coastal eCommerce team, including Boat Lift Warehouse.
- Maintain product and process knowledge while meeting quality, productivity, and company standards.
- Perform additional duties as assigned.
Education
- High School Diploma or General Education Degree (GED) Required
- Associate’s or Bachelor’s Degree – Business, Marketing, Communication or related field – preferred
- Experience in Customer Support or Administrative Support - preferred
Knowledge and Skills
- Excellent written and verbal communication skills
- Customer/Client Focus
- High level of initiative, attention to detail, and ability to problem solve
- Multi-tasking abilities
- Ability to work independently and as part of a team
- Proficient in Microsoft Word, Excel, and PowerPoint
Schedule
Full-time, in-office position located in Fergus Falls. Standard hours are Monday–Friday, 8:00 AM–5:00 PM.
Pay: $18.00 - $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
