Employment: Full-time
Schedule: Monday-Friday, 8:30 AM-5:00 PM
Work Location: In person - Lawrenceville, GA
Compensation: $40,000-$46,000 per year, based on experience
Travel: Up to 10% of domestic travel for trade shows
Language: English (Required)

About the Role:

• CB Station is seeking a detail-oriented B2B Customer Service Representative to support our wholesale and business customers throughout the order lifecycle. This role requires strong written communication, organization, follow-through, and problem-solving skills. The ideal candidate is comfortable managing a high volume of customer requests, researching order and inventory issues, documenting activity accurately, and taking ownership of customer concerns through resolution.
• This is a hands-on, in-office role that works closely with Customer Service, Sales, Warehouse, Decoration and Operations. Success in this position requires accuracy, sound judgment, proactive communication, and the ability to work independently while knowing when to escalate an issue.

Key Responsibilities:

• Manage incoming customer emails, chats, marketplace messages and calls, with volume fluctuating during seasonal periods.
• Identify and assess customer needs and provide accurate, complete, and timely information using CRM, chat, email, QuickBooks, and other company tools.
• Review and research customer orders, inventory availability, shipping information, account history, and internal notes to determine appropriate next steps.
• Handle customer inquiries and complaints by providing appropriate solutions or alternatives and following through to resolution.
• Take ownership of assigned customer issues from initial contact through resolution, including coordinating with internal departments when needed.
• Build and maintain strong customer relationships through professional, responsive, and consistent communication.
• Maintain accurate and organized customer records, notes, and interaction history in the CRM and ticketing system.
• Proactively recommend suitable product or inventory alternatives when requested options are unavailable and recognize appropriate cross-selling opportunities based on customer needs.
• Conduct proactive outbound follow-up with newly registered business accounts that have not yet placed an order, answer questions, identify potential needs, and help guide qualified customers toward their first order. Document all outreach and outcomes accurately in the CRM.
• Follow established customer service procedures, communication guidelines, escalation processes, and company policies.
• Collaborate with team members to resolve customer issues, share knowledge, and improve processes.

Qualifications & Skills:

• 2+ years of customer service, client support, account support, order management, or similar experience preferred.
• B2B, wholesale, e-commerce, distribution, or order-based customer service experience strongly preferred.
• Associate or bachelor’s degree in business administration, Communications, or a related field preferred.
• Strong written and verbal communication skills, including the ability to communicate clearly and professionally with business customers.
• Experience working with CRM, ticketing, ERP or order-management systems; QuickBooks experience is preferred.
• Comfortable learning and working across multiple systems and sources of information throughout the day.
• Strong attention to detail, organization, documentation, and follow-through.
• Ability to prioritize multiple customer issues, deadlines, and changing business needs without losing accuracy.
• Ability to research issues, evaluate available information, and determine appropriate next steps without requiring step-by-step direction.
• Strong problem-solving skills with a practical, solutions-focused approach.
• Ability to work collaboratively across departments while also working independently with minimal supervision.
• Professional judgment and discretion when handling customer, company, or other confidential information.

What Success Looks Like:

• Customer questions and issues are handled accurately, professionally, and with clear ownership through resolution.
• Newly registered business customers who have not yet placed an order are contacted consistently and in a timely manner to welcome them, understand their needs, answer questions, and help guide them toward their first order.
• Outbound calls and follow-ups are completed consistently, with customer responses, opportunities, and next steps clearly documented in the CRM.
• Customer and order notes are reviewed carefully before action is taken, reducing avoidable errors and missed instructions.
• CRM and ticket records are complete, organized, and updated consistently.
• Follow-ups are completed without repeated reminders, and open customer needs or opportunities remain visible until resolved or appropriately closed.
• Priorities are managed effectively during high-volume periods while maintaining accuracy, responsiveness, and communication quality.
• Internal teams receive clear, complete information when collaboration or escalation is required.

Benefits:

• Competitive pay
• Health, dental, vision, and life insurance
• Paid time off and paid holidays
• 401(k) retirement plan
• Professional development opportunities and team outings
• Company wide annual performance incentive opportunity tied to achievement of annual revenue goals

Work Environment & Physical Requirements:

• This position operates primarily in a professional office environment and routinely uses computers, phones, printers, scanners, and other standard office equipment. The role requires prolonged periods of sitting and computer use, regular verbal communication, and occasional standing, bending, reaching, or movement around the office and warehouse environment as needed. 

Equal Employment Opportunity:

• CB Station is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.