Job Description

Customer Service Representative (Retail)

Department: Operations
Reports To: Facility Operations Manager
Status: Non-Exempt (Hourly)

Position Overview

The Customer Service Representative (Retail) provides outstanding support to customers and internal teams by managing the order-to-invoice process and ensuring a positive customer experience. This role serves as a key point of contact and plays an important part in maintaining strong customer relationships and store operations.

Key Responsibilities

• Provide professional customer service via phone, email, and in person
• Process customer orders accurately, including pricing and details
• Create and manage customer accounts and coordinate with AR/Credit as needed
• Handle payments and assist with transactions
• Resolve customer issues, including returns, complaints, and product concerns
• Initiate paint match and product requests for customers
• Maintain organized records of customer interactions and transactions
• Restock shelves, maintain displays, and keep the retail area clean and organized
• Assist with inventory management, including receiving shipments and stock counts
• Communicate with sales, operations, and customer service teams to ensure timely order fulfillment
• Identify opportunities to increase sales by recommending additional products
• Gather customer feedback to improve service and experience

Qualifications

Required:

• High school diploma or equivalent
• Strong communication and customer service skills
• Basic math skills and ability to handle transactions
• Ability to multitask and stay organized in a fast-paced environment

Preferred:

• Previous customer service or retail experience
• Experience with POS, ERP, or CRM systems (e.g., MS Dynamics, Shopify, Salesforce)
• Spanish-speaking ability is a plus

Skills & Abilities:

• Strong problem-solving and active listening skills
• Positive, team-oriented attitude
• Ability to adapt communication style to different customers
• Willingness to learn product knowledge quickly

Physical & Work Requirements

• Ability to stand for extended periods and move throughout the store
• Ability to lift up to 40 lbs
• Work in both office and retail/production-adjacent environments

Why Join FinishWorks?

• Customer-facing role with variety and daily interaction
• Opportunity to grow product knowledge and sales skills
• Team-focused environment with hands-on involvement in operations