Customer Support Representative

📍 Job Overview

• Job Title: Customer Support Representative
• Company: Deneen Pottery
• Location: St. Paul, Minnesota, United States
• Job Type: On-site, Full-time
• Category: Customer Service & Support
• Date Posted: June 19, 2025
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

• Serve as the primary point of contact between Deneen Pottery and its customers, building sustainable relationships through effective communication and problem-solving.
• Onboard new customers and manage order entry, ensuring accurate and timely delivery of information and products.
• Assist in scheduling and managing large customer program accounts, working collaboratively with internal teams and clients.
• Maintain a positive attitude and proactive approach to tackle challenges and meet customer expectations in a fast-paced environment.

📝 Enhancement Note: This role requires a high level of customer focus, adaptability, and strong communication skills to thrive in a dynamic, customer-centric environment.

💻 Primary Responsibilities

• Customer Relationship Management: Build and maintain strong, long-lasting customer relationships through open and interactive communication, ensuring customer satisfaction and loyalty.
• Onboarding & Order Management: Onboard new customers and manage order entry for existing customers, utilizing proven methods and tools to provide accurate and complete information.
• Program Account Support: Assist in scheduling and managing large customer program accounts, collaborating with internal teams and clients to ensure successful program execution.
• Problem Resolution: Mitigate customer complaints and provide appropriate solutions and alternatives, working independently or with team members to resolve challenges.
• Team Collaboration: Work closely with the Customer Success Manager, Operations Director, Sales Leader, and fellow teammates to ensure smooth operations and customer satisfaction.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong organizational skills, and the ability to multitask and prioritize workloads effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field (e.g., Business, Marketing, or Communications) or equivalent experience.

Experience: 2+ years of experience in a customer-facing role, preferably in a fast-paced sales environment.

Required Skills:

• Excellent written and verbal communication skills
• Strong organizational and time-management skills
• Detail-oriented mindset
• Proficiency in Microsoft Office Suite and Google Docs
• Comfortable with B2B sales via phone, email, and in-person
• Agile critical thinking skills

Preferred Skills:

• Background in Ceramics, Fine Arts, or Design
• Experience with online inventory management systems
• Fast-paced sales experience

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $21-$28 per hour. This range is a good-faith estimate and the final hourly rate will be determined after reviewing relevant factors, which include a candidate’s qualifications and experience.

Benefits:

• Comprehensive benefits package, including 401K & Roth Plan, Health & Dental Insurance, HSA & FSA Plan, STD & LTD, Supplemental Life Insurance Plan, and 8 Paid Holidays.

🎯 Team & Company Context

🏢 Company Culture

Industry: Deneen Pottery is a family-owned and operated company specializing in handmade, eco-friendly mugs. They focus on brightening the day of millions across the country as they reach for their favorite mug every morning.

Company Size: With a diverse staff of 100, Deneen Pottery offers a collaborative and inclusive work environment.

Founded: The company was established over 50 years ago and has since grown to become a leading provider of high-quality, handmade mugs.

Team Structure:

• Customer Success Manager
• Operations Director
• Sales Leader
• Customer Support Representatives (including this role)
• Other internal teams and departments

Development Methodology: Deneen Pottery operates in a fast-paced, dynamic environment, requiring team members to be adaptable and proactive in their approach to customer service and problem-solving.

Company Website: deneenpottery.com

📝 Enhancement Note: Deneen Pottery's commitment to sustainability is evident in their green initiatives, such as installing a 399-rooftop solar array and setting up a waste reduction program that includes company-wide composting. This focus on sustainability extends to their work environment, where they strive to make work sustainable, rewarding, and even fun.

📈 Career & Growth Analysis

Customer Support Representative Career Level: This role is an entry-level to mid-level position within the customer service and support field. It offers opportunities for growth and development within the company, as well as the chance to build a strong foundation in customer relationship management and problem-solving skills.

Reporting Structure: The Customer Support Representative will report directly to the Customer Success Manager and work closely with other internal teams and departments.

Technical Impact: This role has a direct impact on customer satisfaction and loyalty, as well as the overall success of the company's customer service and support operations.

Growth Opportunities:

• Develop expertise in customer relationship management and problem-solving techniques.
• Gain experience working with various internal teams and departments, fostering collaboration and communication skills.
• Explore opportunities for advancement within the company, such as moving into a leadership or management role.

📝 Enhancement Note: While this role does not have a clear technical focus, it offers valuable experience in customer service and support, as well as the opportunity to develop strong communication and problem-solving skills. These skills are transferable to various roles within the company and the broader job market.

🌐 Work Environment

Office Type: Deneen Pottery operates a fast-paced, dynamic work environment with a focus on customer service and sustainability. The company is committed to making work sustainable, rewarding, and even fun for its employees.

Office Location(s): The company's headquarters is located in St. Paul, Minnesota, United States.

Workspace Context:

• Collaborative work environment with a diverse staff of 100
• Apple Mac-based technology company
• Focus on open and interactive communication, both internally and with customers

Work Schedule: This role requires a 40-hour workweek, with the possibility of occasional overtime or flexible scheduling to meet customer needs.

📝 Enhancement Note: Deneen Pottery's commitment to sustainability extends to their work environment, where they strive to make work sustainable, rewarding, and even fun for their employees. This focus on employee well-being and satisfaction creates a positive work environment that encourages collaboration and communication.

📄 Application & Technical Interview Process (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Service Values:

• Attitude: Maintain a positive, proactive, and customer-focused attitude in all interactions.
• Creativity: Approach problem-solving with an open mind and a willingness to think outside the box.
• Teamwork: Collaborate effectively with internal teams and departments to ensure customer satisfaction and success.
• Trust: Build strong, long-lasting relationships with customers through open and honest communication.

Collaboration Style:

• Open and interactive communication, both internally and with customers
• Collaborative problem-solving and decision-making
• Focus on customer satisfaction and success

📝 Enhancement Note: Deneen Pottery's commitment to customer service and sustainability is reflected in their core values, which emphasize a positive attitude, creativity, teamwork, and trust. These values create a collaborative and inclusive work environment that encourages open communication and effective problem-solving.

⚡ Challenges & Growth Opportunities

Customer Service Challenges:

• Managing customer expectations and providing accurate and timely information
• Resolving customer complaints and providing appropriate solutions and alternatives
• Working effectively in a fast-paced, dynamic environment

Learning & Development Opportunities:

• Developing expertise in customer relationship management and problem-solving techniques
• Gaining experience working with various internal teams and departments
• Exploring opportunities for advancement within the company

📝 Enhancement Note: While this role does not have a clear technical focus, it offers valuable experience in customer service and support, as well as the opportunity to develop strong communication and problem-solving skills. These skills are transferable to various roles within the company and the broader job market.

💡 Interview Preparation

Application Preparation:

• Tailor your resume and cover letter to highlight your customer service and support experience, as well as your strong communication and problem-solving skills.
• Research Deneen Pottery's company culture and values to ensure a strong fit with your personal and professional goals.

Interview Preparation:

• Prepare for behavioral interview questions that focus on your customer service and support experience, as well as your problem-solving skills.
• Be ready to discuss your approach to customer relationship management and your ability to work effectively in a fast-paced, dynamic environment.
• Familiarize yourself with Deneen Pottery's products and services, as well as their commitment to sustainability and customer satisfaction.

📝 Enhancement Note: While this role does not have a clear technical focus, it is essential to demonstrate your strong communication and problem-solving skills during the interview process. Be prepared to discuss your approach to customer service and support, as well as your ability to work effectively in a fast-paced, dynamic environment.

📌 Application Steps

To apply for this Customer Support Representative position:

1. Submit your application through the application link provided in the job listing.
2. Tailor your resume and cover letter to highlight your customer service and support experience, as well as your strong communication and problem-solving skills.
3. Research Deneen Pottery's company culture and values to ensure a strong fit with your personal and professional goals.
4. Prepare for behavioral interview questions that focus on your customer service and support experience, as well as your problem-solving skills.
5. Be ready to discuss your approach to customer relationship management and your ability to work effectively in a fast-paced, dynamic environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.