Job Description

About Us:

Our client, North States, was founded in 1953 and for over 70 years has been driven by a simple yet critical mission to make homes safer and more enjoyable for children and pets. Their innovative, superior-quality products are designed to achieve the highest standards in safety, durability, and ease of use.

As an employee-owned company, North States Industries takes extra pride in manufacturing and distributing creative, high-quality products. Toddleroo by North States® is their Baby products brand, North States MyPet® is their Pet brand and their Bird products are sold under the North States Village Collection and Nature’s Yard brands.

Job Summary:

They’re looking for a friendly, compassionate, and detail-oriented Customer Service Representative to join their small Plymouth corporate headquarters team. In this role, you'll serve as the frontline of communication with their customers helping them with warranty claims, missing parts, order statuses, returns, assembly instructions, product questions, and more. Whether it’s by phone, email, or web, you’ll be the go-to expert customers trust to solve their problems and guide them toward the perfect product. You’ll also have some variety in your role by supporting website sales and various needs of their North States team.

Daily Job Responsibilities:

• Provide top-notch customer support via phone, email, and website inquiries
• Provide a helpful and supportive experience to customers with warranty claims, replacement parts, missing components, and returns
• Guide customers in selecting the right product based on their specific needs
• Deliver accurate and easy-to-follow assembly instructions
• Maintain detailed records of customer interactions using internal systems
• Demonstrate deep product knowledge and communicate it clearly
• Website maintenance and order processing support
• Maintain Parts inventory
• Work cross-functionally with other teams as needed to resolve customer issues
• Support the internal North States team by performing office administrative and other responsibilities as assigned
• Report directly to the Customer Service Manager

What you bring:

• Associate’s or bachelor’s degree (preferred)
• Minimum of 3 years of customer service experience (preferred)
• Excellent verbal and written communication skills
• High attention to detail and strong organizational abilities
• Able to handle frustrated customers with professionalism, empathy, and efficiency
• Critical thinking and problem-solving skills to resolve customer issues
• Excellent conflict resolution skills with ability to remain calm under pressure
• Friendly and upbeat personality with a can-do attitude
• Adaptable, flexible, and resilient
• Positive, collaborative team member
• Comfortable using CRM systems and standard Microsoft Office software

What We Offer:

• Salary range $45,000 to $55,000, depending on education and experience
• Employee-ownership as part of an ESOP Company
• Comprehensive benefits package
• Paid time off and holidays
• Summer Hours work schedule May through August
• Flexible options designed to support work-life balance
• Enjoy a fun and friendly office environment with a supportive, inclusive team culture
• Your own office to carry out your daily work
• Company sponsored lunches and activities

North States Industries is an Equal Opportunity Employer.

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