Customer Service

Customer Service & Sales Representative (Etsy Focus)

Location: Long Branch, NJ
Job Type: Full-Time
Schedule: Monday–Friday
Salary: Hourly DoE + potential comm

We are seeking an exceptionally motivated and customer-focused Customer Service and Sales Representative to join our team, focusing primarily on our successful Etsy channel. This is a critical contact point role where interaction is predominantly over email and messaging. The key function of this position is not just resolving inquiries, but actively closing sales and identifying opportunities for upselling within customer interactions.

The ideal candidate will possess a strong sales drive and excellent technical and language skills to manage a high volume of detailed customer communication.

• Sales & Upselling: Proactively engage with customer inquiries to move conversations toward a sale, successfully closing transactions and strategically recommending complementary products to increase average order value (upselling).
• Customer Communication: Manage all customer service correspondence via email, Etsy messaging, and social media platforms with professionalism, speed, and accuracy.
• Issue Resolution:
  Resolve customer issues related to orders, shipping, customization requests, and product details efficiently and empathetically.
• Order Coordination: Collaborate closely with the fulfillment and production teams to relay complex customization details and ensure smooth order processing.
• Data Entry: Maintain accurate records of customer interactions and sales outcomes in our internal tracking systems.

• Strong Sales Ability: Demonstrated ability to persuade, negotiate, and close sales in a written communication environment.
• Computer Proficiency: Advanced general computer knowledge, including familiarity with e-commerce interfaces, messaging platforms, and strong typing skills.
• Language
  
  Skills:
  
  Exceptional written communication skills with perfect grammar and a professional, engaging tone. (Fluency in a secondary language is a plus).
• Prior experience in a customer-facing role, preferably within an e-commerce or retail setting.
• Jewelry knowledge (e.g., materials, customization, common terms) is a significant advantage, but not required.

• A competitive base salary plus a commission/incentive structure directly tied to sales performance and upselling success.
• The opportunity to work in a dynamic, high-growth environment focused on the popular Etsy marketplace.
• Training on our specific product lines and internal order management systems.
• A collaborative team focused on high standards of customer satisfaction and revenue generation.