Customer Service Representative

Brief Description Join a legacy of excellence at Saint Croix Inc. , where for over 65 years we’ve set the standard in luxury sportswear. Founded and still proudly headquartered in Winona, Minnesota, we are known worldwide for our handcrafted garments that combine innovative technology with timeless craftsmanship. As we continue to grow, we’re looking for passionate, dedicated individuals to join our team and help carry forward our commitment to quality, precision, and style.

We are looking for a Customer Service Representative to join our team.

The Customer Service Representative serves as the primary point of contact for customers and sales representatives by providing timely, accurate, and professional support. This role is responsible for processing orders, resolving customer concerns, maintaining customer account information, and ensuring a positive customer experience. The Customer Service Representative works closely with Sales, Production, Planning, Shipping, and other departments to ensure customer requirements are met while supporting company objectives and service standards.

This position serves as the voice of the customer by identifying trends, providing data-driven insights, and collaborating with internal teams to improve processes, service levels, and customer satisfaction. The Customer Service Representative plays an important role in fostering strong customer relationships, supporting operational efficiency, and driving continuous improvement in the customer experience.

• Serve as a primary point of contact for customers via phone, email, and other communication channels.
• Build and maintain positive customer relationships through responsive, professional, and solution-oriented service.
• Adopt and perfect brand voice in communications with customers across all channels.
• Serve as the voice of the customer by communicating customer insights, concerns, and trends to management and cross-functional teams.
• Analyze customer feedback, service trends, and order data to identify opportunities to improve customer satisfaction and operational efficiency.
• Monitor customer service metrics and recurring issues, providing recommendations to improve service levels and customer retention.
• Process customer orders, changes, cancellations, and returns accurately and in a timely manner.
• Maintain customer account information and ensure records are current and accurate.
• Respond to customer inquiries in a prioritized manner regarding products, pricing, order status, shipments, and service-related issues.
• Investigate and resolve customer complaints, coordinating corrective actions and following up to ensure resolution.
• Prepare reports and analyze customer data to support decision-making and continuous improvement initiatives.
• Collaborate with Sales Representatives to ensure customer agreements, pricing, and terms are followed.
• Coordinate with Production, Planning, Shipping, and other departments to meet customer expectations and delivery requirements.
• Partner with internal teams to improve customer experience, communication, workflows, and operational efficiency.
• Proactively communicate order updates, delivery information, delays, and other issues impacting customer expectations.
• Maintain accurate records of customer interactions and transactions.
• Follow and improve established customer service procedures, policies, and department guidelines.
• Support departmental administrative activities, special projects, and process improvement efforts.
• Contribute to a positive team environment and collaborate effectively with all departments.
• Other duties/responsibilities as assigned, or apparent.

Requirements Skills and Abilities

• Strong customer service, relationship-building, and communication skills.
• Effective problem-solving, conflict-resolution, and decision-making abilities.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend improvements.
• Ability to use customer feedback and service metrics to support continuous improvement efforts.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
• Experience with ERP, MRP, CRM, or related business systems preferred.
• Understanding of manufacturing processes, production scheduling, inventory management, and order fulfillment preferred.
• Strong attention to detail and accuracy.
• Ability to balance customer needs with business objectives.
• Ability to work independently and collaboratively across departments.

Education And Experience

• High school diploma or equivalent.
• Associate’s degree in business, communications, or a related field preferred.
• Minimum of two years of customer service experience.
• Experience supporting customer accounts, order management, and cross-functional business processes preferred.

Physical Requirements And Working Conditions

• Ability to sit, stand, walk, talk, hear, and use a computer and telephone for extended periods.
• Ability to occasionally lift and carry up to 20 pounds.
• Ability to work in an office environment with frequent interaction across multiple departments.
• Regular and reliable attendance is an essential function of this position.
• The noise level is usually low due to typical office equipment and office surroundings.

Summary Join the Legacy of Craftsmanship at Saint Croix Inc. For over 65 years, Saint Croix Inc. has been a symbol of timeless elegance and unparalleled craftsmanship. Founded in the heart of Winona, MN, this distinguished company has remained at the forefront of the luxury sportswear industry, creating handcrafted sweaters, sport coats, shirts, outerwear, and accessories that are cherished around the world.

What began as a small, passionate operation has grown into a renowned name, respected for its commitment to excellence and quality. Each Saint Croix garment is carefully crafted, blending cutting-edge knitting technology with the expert touch of skilled artisans, ensuring that every piece is nothing short of perfection. From the first stitch to the final finishing, the dedication to craftsmanship is evident in every garment we produce.

At Saint Croix, we don’t just create clothing – we craft works of art that reflect the highest standards of luxury and comfort. We’re more than just a manufacturer; we’re a community of craftsmen, designers, and innovators working together to create something extraordinary.

Saint Croix, Inc., is a fully owned subsidiary of RTP Company. RTP Company is a global compounder of custom-engineered thermoplastics headquartered in Winona, Minnesota.

EOE, including disability/vets; All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.