<p>At Stuller, our Customer Experience team is dedicated to supporting jewelry professionals across the globe by providing seamless, high-quality service. The Customer Care department is at the heart of this mission, assisting customers with order placement, product inquiries, and service needs via phone, chat, and email. Our team takes pride in delivering friendly, knowledgeable, and solution-oriented support to ensure a smooth experience for every customer.</p> <p>As a Customer Care Trainee, you will work closely with our trainers and mentors to learn about Stuller's S.E.R.V.E. culture and gain the skills necessary to provide exceptional support. If you enjoy problem-solving, have a passion for customer service, and are eager to grow, this is the perfect opportunity for you!</p> <p>Key Responsibilities</p> <ul> <li>Assist customers via phone, chat, and email with order placement, product inquiries, and service requests. </li><li>Accurately document customer interactions and order details within the CRM system. </li><li>Process customer orders efficiently while meeting quality and accuracy standards. </li><li>Identify alternative solutions for out-of-stock items, including appropriate upsell or cross-sell recommendations. </li><li>Troubleshoot basic technical or service-related issues and escalate complex concerns to the appropriate teams. </li><li>Utilize available tools and resources to independently resolve customer needs whenever possible. </li><li>Maintain scheduled availability to ensure consistent, dependable service levels. </li><li>Actively participate in required training, coaching, and development activities to build role proficiency. </li></ul> <p>Basic Qualifications</p> <ul> <li>High school diploma or equivalent </li><li>1-2 years of experience in a customer-facing role, either in person or over the phone </li><li>Strong written and verbal communication skills, including active listening </li><li>Demonstrated ability to manage customer interactions with empathy, professionalism, and patience </li><li>Ability to learn and retain new information in a fast-paced, evolving environment </li><li>Proficiency with computers, including keyboarding, web-based applications, and basic math </li><li>Ability to follow verbal and written instructions in English </li></ul> <p>Preferred Qualifications</p> <ul> <li>3+ years of experience in a high-volume customer service environment, either in person or over the phone </li><li>Problem-solving mindset with the ability to consider the "big picture" when identifying solutions </li><li>Strong organizational skills with the ability to prioritize tasks effectively </li><li>Collaborative approach to teamwork and willingness to partner with peers and leaders </li></ul> <p>Work Schedule</p> <ul> <li>Customer care hours are 8:00 am - 7:00 pm, Monday - Friday. Schedules vary based on business needs and may include a closing shift of 10:30 am - 7:00 pm. </li></ul> <p>Customer Care Training | Stuller Camp</p> <p>Every Customer Care Trainee starts with Stuller Camp, Stuller's immersive, classroom-based training experience designed to set you up for success. This high-energy program blends instructor-led learning, interactive activities, and hands-on practice to introduce you to our culture, products, systems, and customer-first approach. After completing training, you'll move into a structured mentorship experience designed to help you grow confidence, build momentum, and thrive in your role.</p>