- Escritório em Asheville
Temporary Customer Experience Specialist
Job Description V2025.01
Working at East Fork
East Fork began in 2010 as one potter throwing pots and filling a wood-fired kiln on an old tobacco farm in the mountains of North Carolina. Today we are one of the largest remaining dinnerware manufacturers in the US, making over 600,000 pots a year.
We're a Certified B Corporation, a distinction that speaks to our accomplishments and decisions that prioritize more than just our bottom line and hold us accountable to work for the betterment of our employees, customers, suppliers, communities, and environment. Our work is always led by our mission - In everything we do: Set a beautiful and abundant table.
We do all of this with a spirit of steadfast commitment to make products of unmatched material quality while using our business to contribute to a more joyful and equitable world.
Position Description
The Customer Experience Specialist is a position in which the primary responsibility will be assisting customers inquiries while ensuring the highest standards of customer service. The Customer Experience Specialist must be confident in answering FAQ's in a timely manner through Salesforce, Gmail, live chat, and navigating the 3CX Phone System while maintaining a relationship that accurately represents the values and tone of the East Fork brand. Proficiency with Shopify and our WMS software and the collection and organization of customer content from Salesforce will be crucial responsibilities for this position. This temporary position will end effective January 18th, 2026.
Responsibilities
Customer Experience
Keeping scheduled hours to answer cases in Salesforce
Compassionately communicate with customers in a way that accurately represents the mission, values and feeling-tone of the East Fork brand
Handle customer complaints with grace and compassionate communication, and direct disgruntled customers to upper management when necessary
Work collaboratively with CX teammates and senior sales team members to generate accurate, on-brand communication
Work collaboratively with the Fulfillment team for seamless customer order edits, special batch handling requests, replacements, returns, and exchanges
Implement the proper tagging and tracking for Salesforce communications to aid in team’s key performance indicators data collection
Scheduled days to assist with reviews, partnership EDI, social inquiries and additional collaborative tasks
Proficiency with Shopify and WMS Software to view inventory levels, assist with returns/exchanges, order replacements, and assist customers with tracking progress
Practice proper phone etiquette and be available for customer calls through our 3CX Phone system
Practice proper chat etiquette and be available for live customer inquiries through chat
Extra availability during launch and sales moments, high traffic moments, and the holiday season
Sales
Be able to speak knowledgeably about every product we carry pottery and third party goods
Demonstrate selling and product knowledge strategies to determine the customer's needs and offer suggestions or alternatives
Build genuine, lasting relationships with customers via quality interpersonal interactions
Have a good working knowledge of the technical aspects of our operation as it applies to customer inquiries
Reports To
Senior Sales Manager
Collaborates With
Sales Team, Marketing, Fulfillment
Direct Reports
none
Estimated Weekly Hours
40 hours/week, Tuesday-Saturday from 10am-6pm eastern time.
Please note, the onboarding schedule will be Monday-Friday 9a-5p for the first two weeks of employment due to training.
Classification
This position is temporary full time, non-exempt.
Pay Rate
East Fork shall pay you $23.15 hourly
Qualifications
Excellent customer service skills
Comfortable with repetition
Exceptional written and spoken communication skills
Comfortable working across multiple communication channels
Ability to work as part of a team
Self-reliant and adaptable
Ability to receive, process, and incorporate feedback
Flexibility around weekends and holidays, occasionally working “off-hours” if needed
Strong skill set in using technology and systems efficiently
Ability to multitask while remaining focused
Ability to communicate clearly and concisely both verbally and in writing
Ability to problem solve
Ability to work a flexible schedule
Ability to respect and communicate across lines of cultural differences
Ability to address conflict by assuming positive intent and seeking to understand
Ability to embrace a mistake without fault
A commitment to center the active process of self awareness
Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones. This position requires a person to have the ability to perform work while stationary for prolonged periods daily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Company Overview
East Fork is located in Asheville, NC, Atlanta, GA, and Brooklyn, NY. At our heart we are makers: we produce every piece of ceramics we sell and source other objects for the home from near and far to offer a meaningful, beautiful, and personal collection of useful objects for the home.
Values at Work
Craft: Craft is not the things we make, it’s the way we make them. It’s the spirit in which we approach our work, to make it nice, to aspire to mastery, and it demonstrates our care about the person who will use the product of our work and how our work impacts their life.
Generosity: We work towards a model of shared prosperity, setting a bigger, more inclusive, more equitable table for everyone we meet - from our employees to the communities in which we live.
Consideration: We approach each other with focus, clarity, and kindness. We think deeply about the outcome and impacts of our actions, on our organization, the individuals within it, our customers, our environment, and our community.
Curiosity: We stay in our beginner's mind, humble, aware of how much we do not know, striving earnestly and open-heartedly towards our shared success.
Diversity, Equity and Inclusion
It is important that all prospective job candidates are aware of our company values and of our commitment to building an inclusive company culture. As a white-led organization, we acknowledge that the realities of white supremacy, hetero/cis-normativity, and patriarchy, work in tandem to oppress both people and planet; and that through our own proximity to power, we have benefitted from systemic inequity. We are committed to confronting and rectifying our privilege in service of co-creating an equitable workplace—a space where people can show up authentically in mind, body, and spirit. We honor the collective sum rather than a monolithic experience to reveal a path of excellency, yours and ours. As we continue to build momentum within our anti-racist work we pledge to be intentional in crafting actions that support diversity, equity and inclusion in our framework, and we invite all East Fork team members to contribute to this goal.
