Customer Care Representative (Custom Products Specialist)

Job Overview:
Join our Custom Products team at Scouting America, where we support meaningful programs, events, and initiatives across the country through high-quality, personalized merchandise. As a Customer Care Representative, you’ll be the first point of contact for customers, designing products that inspire, celebrate, and support the scouting movement.
This role blends service and sales, helping customers navigate customization options, resolve issues, and deliver excellent results that exceed expectations.

• Deliver Outstanding Support: Respond promptly and empathetically to customer inquiries via phone, email, and chat across all stages of the custom order process.
• Guide the Custom Journey: Help customers select product options, understand customization processes, and finalize their designs with clarity and confidence.
• Process and Manage Orders: Accurately enter, manage, and track orders using our CRM and order systems, ensuring timeliness and precision.
• Solve Problems Proactively: Resolve customer concerns with professionalism and creativity, turning challenges into opportunities for delight.
• Collaborate Across Teams: Work with design, production, and fulfillment teams to ensure every order meets brand and quality expectations.
• Build Lasting Relationships: Serve as a trusted advisor by developing rapport, understanding needs, and providing thoughtful recommendations.
• Maintain Accurate Documentation: Record all interactions, updates, and resolutions in the CRM for team visibility and continuous improvement.
• Contribute to Continuous Improvement: Identify common customer pain points and share feedback with team leads to refine processes and offerings.

Qualifications:

• High School diploma or equivalent
• 1–2 years in a customer service or order support roles, preferably in custom products, e-commerce, or retail
• A willingness to learn and become familiar with product customization tools or design software (e.g., PDF proofing, Canva, Adobe)
• Experience with ERP or production/order management systems preferred.

Scouting America is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.