Customer Service Representative - Fully onsite New Jersey

Position Summary

Opportunity to join Larson-Juhl, LLC, a worldwide leader in the custom picture framing industry and Berkshire Hathaway subsidiary, as a Customer Service Representative for North America. The Customer Service Representative assists North American customers with orders, account needs, and service requests while providing accurate, timely support.

Role Details

• This position is based out of Fairfield, New Jersey; this is a Fully on-site position
• The hours for this position are 9am - 6pm Eastern Time
• Competitive hourly pay rate of $20-$26 with Profit Sharing potential
• This position reports to the Customer Service Manager

Key Responsibilities

• Daily goal of up to 10+ calls or emails/chats per hour.
• Ensures a positive customer experience by handling orders, payments, credits, service recoveries, and customer requests accurately and efficiently.
• Provide knowledgeable support for customer inquiries related to accounts, orders, deliveries, credits, products, inventory, pricing, and digital tools.
• Efficient, precise documentation of all customer interactions. Includes notes on order/credits, CRM case description and selections.
• Manage customer cases from initial inquiry through final resolution, ensuring timely follow-up, effective problem-solving, and clear communication.
• Committed to meeting team KPI goals.
• Actively engage in weekly team meetings, monthly one-on-one meetings with your manager, and other required meetings, including on-camera participation.
• Collaborate with other Larson-Juhl Teams to fulfil customer requests and support company programs (Branches, Sales, Accounts Receivable, Supply Chain, Marketing.)
• Demonstrated commitment to living the Larson-Juhl Values.
• Continual self-development on all Larson Juhl products, services, processes and procedures through company provided training, tools and self-initiative.
• Other responsibilities as assigned.

Preferred Qualifications and Attributes

• 5+ years call center experience, 1+ years remote customer support experience.
• Ability to calculate fractions and read a ruler are required.
• Proficient in Microsoft Office including Outlook and Teams.
• Prior CRM & IVR call routing system experience is preferred. Dynamics CRM and Five9 are preferred.
• Professionally type at least 40 wpm with 90% accuracy.
• Ability to quickly assess, analyze and resolve a variety of situations.
• Demonstrates accountability, strong organizational skills, self-motivation, and the ability to work effectively both independently and collaboratively within a team environment.
• Familiar with framing products/ basic framing practices is preferred to include: woodworking, crafting, custom manufacturing or other creative background experience is helpful.
• High school diploma

Larson-Juhl is a values-based organization, built on a rich history of artisanship and service.

We believe the customer always comes first and in delivering a seamless experience that provides customers with end-to-end solutions and unmatched quality and service. Our responsibility as the global leader is to operate in the most environmentally, ethically, and socially responsible manner to ensure a sustainable future for our business, team members, and partners throughout the custom framing industry.

Larson-Juhl Values

Customer always comes first.

Fair and Honest in all dealings.

Respect for the individual.

Excellence in products and service.

Rewards tied to performance.

Leadership by example.

IMPORTANT: By submitting your resume online, you hereby authorize Larson-Juhl to contact, obtain, and verify the accuracy of the information contained in this application from all current and/or previous employers, references, and educational institutions. You also hereby release from liability Larson-Juhl and its representatives for seeking, gathering, and using such information to make employment decisions and all other persons or organizations for providing such information.

You understand that any misrepresentation or material omission made by you on your application will be sufficient cause for cancellation of this application or immediate termination of employment if you are employed, whenever it may be discovered.