Customer Service & Fulfillment Specialist

Company Overview


Tradition Hardware designs and manufactures premium solid brass hardware inspired by classic styles that have stood for generations. Every piece is crafted from solid brass by our in-house team of designers and engineers, serving discerning homeowners, contractors, and designers who value authentic craftsmanship and timeless design.


Position Summary


We are seeking an enthusiastic, self-driven individual who takes pride in making customers happy. This full-time role is a unique combination of customer service with boots on the ground fulfillment work. You will be responsible for bridging the gap between our customer service and fulfillment teams, working as part of both to ensure customers are supported to the highest standards. We sell a premium product, and your job will be to make sure our customers get a premium "concierge" experience.


Our Culture


We're a small team with a big vision. We value craftsmanship, curiosity, and initiative. You'll be empowered to learn, contribute, and grow—whether you're helping a designer with a sample request or inspecting hardware that will be installed in a historic home.


Key Responsibilities


Customer Support (50%)


• Respond to customer inquiries via email, phone, and chat with professionalism and enthusiasm

• Resolve order issues including shipping questions, returns, and product information requests

• Product education - help customers understand brass hardware care, installation, and finish options

• Problem-solving - work with warehouse team to resolve fulfillment errors in real-time

• Customer feedback - identify recurring issues and suggest improvements to enhance customer experience

• Documentation - maintain accurate records of customer interactions and resolutions


Order Fulfillment and Inventory (40%)


• Order processing - pick, pack, and prepare orders with accuracy and care

• Quality control - inspect brass hardware for finish quality and craftsmanship before shipping

• Inventory management - assist with receiving, organizing, and counting inventory

• Packaging - ensure premium products are properly protected during shipping

• Workspace organization - maintain clean, organized fulfillment area

• Shipping coordination - prepare orders for pickup and coordinate with carriers


Documentation & Process (10%)


• Cross-training opportunities in different areas of the business

• Process improvement - contribute ideas for making operations more efficient

• Skill building - develop expertise in customer service, operations, and quality management

• Team collaboration - work closely with operations manager and other team members


Required Qualifications


• Strong communication skills - friendly, professional phone and email presence

• Detail-oriented - ability to maintain accuracy in fast-paced environment

• Proactive problem-solver who enjoys creating solutions and improving processes

• Comfortable working both independently and as part of a team

• Physical capability - able to lift up to 25 lbs and stand for extended periods

• Reliable transportation - consistent attendance is important for team success

• Positive attitude - enthusiasm for helping customers and working as part of a team


Preferred Qualifications


• Customer service experience (retail, restaurant, or call center)

• Interest in home improvement or design

• Business, communications, or related major

• Experience with e-commerce or online retail

• Bilingual capabilities (Spanish particularly valuable)

• Previous warehouse or fulfillment experience


Growth Opportunities Include:


• Performance-based raises

• Leadership development - train new team members and take on supervisory duties

• Cross-functional exposure - learn about design, marketing, and business operations

• Participation in trade shows or industry events

• Mentorship from experienced operations manager


Work Environment & Culture


• Team-oriented atmosphere with supportive management

• Fast-paced but manageable workload during busy periods

• Learning-focused environment that encourages questions and growth

• Safety-conscious with proper training and equipment provided


Location & Schedule


• Full-time position. Regular hours with some need for flexibility in peak seasons.

• Office-based in Orem, Utah

 

If you are interested, please send an email to careers@traditionhardware.com.

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