Service Experience Representative

ABOUT SHINOLA
At Shinola, we make beautiful, enduring, handcrafted goods that are built to be lived in, worn out, and well-loved. Our thoughtful craftsmanship, timeless design, and spirited stories inspire our customers to live well, with confidence & joy—in a style that is uniquely their own! Because we are a growing and evolving company, each employee is a key stakeholder, making decisions every day that directly impact our overall vision and direction. At Shinola, you’ll have the opportunity to make a significant contribution at the start of what we believe will become an iconic American brand.
ABOUT THE ROLE
The Service Experience Representative is an in-person role, integral to the success of Shinola’s Service Center. This role is responsible for interacting with our guests, store teams, and repair technicians, ensuring the smooth coordination of the repair process. The SER is a proactive communicator with a passion for problem-solving and guest satisfaction.
KEY RESPONSIBILITIES
Respond promptly and professionally to guest inquiries via email, live chat, phone, SMS, and web contact forms.
Deliver accurate updates on case status, tracking information, material availability, repair lead times, and service center capabilities.
Work closely with the repair technicians to ensure all repair-related information is recorded accurately and recommendations shared in a timely manner with guests.
Submit payment requests to guests and process invoices to wholesale partners.
Set up replacement orders or refunds for non-repairable items, offering alternative solutions when needed.
QUALIFICATIONS
High School Diploma or GED equivalent
2 years of prior experience in customer service, repair coordination, or a related role
Strong written and verbal communication skills
Comfortable managing multiple communication channels simultaneously (email, SMS, phone, live chat)
Experience working with internal teams to resolve service issues.
Experience with Salesforce, Chargent, Authorize.net, Netsuite or similar applications
Note: This job description is not meant to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization.
Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination. It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law. Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.
With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.