Customer Service Associate

Position Summary/Objective:

The Customer Service Associate is more than a support role, they are the direct voice of Born Primitive’s customers. By building meaningful connections with customers through email, chat, phone, and review platforms, they provide order assistance, product guidance, and exceptional service while uncovering valuable insights that help shape the future of our brand.

Every customer interaction is an opportunity to advocate for our community, identify trends, and influence improvements to our products, processes, and overall customer experience. Customer Service Associates ensure our customers feel heard, valued, and supported, while partnering across the business to turn customer feedback into meaningful action.

With a positive, empathetic, and solutions-oriented approach, the Customer Service Associate helps customers confidently navigate our products and resolve issues, all while embodying Born Primitive's culture and brand ethos. Their ability to champion the customer perspective plays a vital role in strengthening customer loyalty, driving brand growth, and helping shape the direction of Born Primitive.

Essential Job Functions:

● Maintain thorough knowledge of our brand by fully learning our products, understanding our brand ethos and embodying our company culture
● Ensure all customer outreach is fielded and closed within the expected timeframe
● Maintain a consistent customer experience across all applicable markets (US, EU, CA)
● Assist customers with corrective actions such as, fixing order discrepancies and document such corrective actions in our online systems.

● Communicate and assist customers with inquiries concerning orders, service, billing, shipping, returns, product experience, account set-up and website usage through various channels. (i.e., phone calls, social media platforms, emails).

● Participate in optimizing systems such as Gorgias, AI Agent, Okendo, Loop and others as a part of the greater customer experience
● Learn and become proficient across multiple operating systems such a Netsuite and our warehouse management system, RF Smart
● Collaborate with other Born Primitive teams such as Ecommerce, Returns and Exchanges, Product and Development, Fulfillment and Supply Chain to deliver customer feedback and solve customer problems in a timely manner
● Review information and analytics from multiple systems and reports daily to implement changes in business operations as needed to meet sales, customer growth and service goals.

● Maintain a positive, empathetic, and professional attitude toward customers and co-workers at all times

● As a collaborative work environment, Born Primitive’s expects that all employees assist in multiple departments if/when a department needs assistance. If the Customer Service Associate is caught up on responsibilities, it is expected they practice job sharing and assist in other departments as needed in order to get the job done.

Minimum Qualifications:

High School Diploma or equivalent (Required)

Bachelor’s Degree or Equivalent Work Experience (Preferred)

2+ years of related customer contact/ service industry experience preferred.

Apparel Industry Experience (Preferred)

Ability to work in a fast-paced environment and remain flexible to constant changes

Good communication skills and ability to work with a team

Strong computer skills and the ability to learn new programs quickly

Create and maintain a quality, professional work environment. Maintain a positive relationship with all co-workers and colleagues

Must be available to work flex schedule of Monday - Friday, 8 hours per day between 7:00am and 5:00pm. Occasional weekends and holidays.

Must be willing and able to lift packages anywhere from 2-50lbs.

Physical Requirements of the Job:

The physical demands described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Key: Constant, Frequent, Occasional, Rare