Description
order entry
data analysis
inquiry tracking
social media
consumer insights
relationship management
We are hiring for a Consumer Support Specialist at Worthington Enterprises. The specialist serves as the main point of contact for consumers of our retail products, becoming an expert in our offerings, solving problems, and sharing knowledge to enhance the overall consumer experience and build lifetime customers.
- Build positive relationships with consumers and cross-functional partners
- Gather and share consumer inquiry insights across the business
- Contribute to continuous improvement within Consumer Care
- Communicate with consumers via phone and email
- Answer consumer questions and respond to ratings and reviews on retailer websites
- Review and respond to consumer inquiries via social media
- Perform accurate order entry (employee, donation, and replacement orders)
- Track and categorize consumer inquiries to identify trends and recurring issues
- Assist with preparing data and insights for quarterly consumer inquiry meetings, including opportunities to present findings
- Collaborate with internal teams to share consumer feedback and improvement opportunities
Requirements
zendesk
salesforce
jde
tier 2
2 years
analytical
This role suits candidates eager to learn, interested in growing within Consumer Care, and willing to support data gathering and analysis related to consumer inquiries. It collaborates closely with internal Brand Managers, Quality Engineers, and the eCommerce team, offering opportunities to contribute insights for quarterly consumer inquiry reviews and presentations.
Success in this position requires strong attention to detail, a customer‑first mindset, excellent verbal and written communication, and the ability to apply brand messaging to individual consumer responses. The role follows a hybrid schedule, with at least three days per week (Tuesday–Thursday) on‑site at our Columbus, OH headquarters and flexibility to work remotely on other days.
- Think creatively about ways to solve and improve consumer interactions
- Excellent written and verbal communication skills; ability to build rapport and express empathy
- Strong organizational skills and attention to detail
- Ability to prioritize tasks and manage multiple responsibilities
- Awareness of and ability to meet SLA response time requirements
- Ability to de‑escalate and manage upset or complex consumer situations
- Analytical mindset with interest in learning how consumer data informs business decisions
- Eagerness to learn products, systems, and processes
- 2 years of customer service experience
- 1 year of Tier 2 customer service experience (escalation team and handling more complex situations)
- Experience in hardware, tools, construction, or related industries is helpful
- Zendesk and Salesforce experience a plus
- JDE experience a plus
- Quick learner who can adapt to change
Benefits
- Health, Dental, and Vision insurance starting day 1; employer HSA contribution ($1,000 single / $2,000 family)
- On‑site Medical Center, Pharmacy, Barbershop, and fitness center
- 401(k) match + employer contribution
- Employee Assistance Program
- Flexible work schedule
- Quarterly profit sharing with no cap
Training + Development
Information not given or found
