Description

Customer Service Representative & Merchandising Assistant  

Position Summary

The Customer Service, Merchandising & Product Development Assistant is a key member of our team, supporting the development and merchandising of our textile products while delivering exceptional service to our consumers. This hybrid role combines product coordination, sample management, vendor communication, and merchandising support with day-to-day customer service responsibilities, including responding to consumer inquiries by phone and email. The ideal candidate is highly organized, detail-oriented, customer-focused, and thrives in a collaborative, fast-paced environment.

Key Responsibilities

Customer Service

• Serve as the primary point of contact for consumer phone calls, email and online chat inquiries.
• Respond professionally and promptly to questions regarding products, care instructions, availability, warranties, replacement products, and general product information.
• Resolve consumer concerns by identifying appropriate solutions and following through to completion.
• Process replacement requests, product claims, and customer follow-up communications.
• Document customer interactions and maintain accurate service records.
• Communicate recurring product feedback and consumer insights to the marketing, operations, merchandising and product development team to support continuous product improvement.
• Work closely with warehouse and operations teams to coordinate shipments and resolve order-related issues.
• Help maintain a positive brand image by providing friendly, knowledgeable, and solution-oriented customer service.

Merchandising & Product Development

• Support the product development process from concept through production for textile collections.
• Coordinate product samples, approvals, and development timelines.
• Prepare and maintain product specification sheets, line sheets, pricing, and product documentation.
• Communicate with domestic and international vendors regarding samples, artwork and product specifications.
• Organize and maintain the sample library and product archives.
• Assist with seasonal product launches, merchandising presentations, and customer meetings.
• Conduct market and competitive research to identify product and design trends.
• Maintain accurate product information and assist with data entry into company systems.
• Collaborate with sales, operations, and marketing teams to ensure timely execution of product initiatives.
• Assist with special projects and other merchandising duties as assigned.

Qualifications

• Bachelor's degree preferred in Merchandising, Business, Marketing, Product Development, or a related field, or equivalent work experience.
• 13 years of experience in merchandising, product development, customer service, or a related role.
• Excellent verbal and written communication skills with a professional and friendly demeanor.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Exceptional attention to detail and follow-through.
• Proficiency in Microsoft Office.
• Experience with ERP, PLM, CRM, or inventory management systems is a plus.
• Comfortable working independently and collaboratively in a team environment.
• Strong problem-solving skills and a customer-first mindset.

Preferred Attributes

• Interest in home dcor, textile products, and consumer trends.
• Ability to balance administrative tasks with customer-facing responsibilities.
• Positive attitude, adaptability, and willingness to learn.
• Strong sense of ownership and accountability.
• Ability to maintain professionalism when handling customer concerns.

Company Benefits:

• Competitive salary based on experience
• Comprehensive benefits package
• Opportunity to grow with an established and expanding lifestyle brand

To Apply

Please send a copy of your resume, a short cover letter expressing your interest and why you might be suitable for the position, along with your portfolio to [email protected]