Customer Service Representative

About Ostbye

Ostbye is a 4th-generation, family-owned fine jewelry manufacturer and distributor, recognized as the 5th Best Performing Jewelry Brand by Retail Jewelers in InStore Magazine (2025). We serve independent jewelers across the country and take pride in being a company where people genuinely enjoy showing up to work.

We’re growing and looking for people who want to grow with us. At Ostbye, you won’t get lost in the shuffle. Your work matters, your voice is heard, and your contribution to the team is visible from day one.

About the Role

As a Customer Experience Representative, you’ll be the voice of Ostbye — the go-to contact for our independent jewelry retailers across the U.S. and our Sales Territory Managers. You’ll help them find solutions, serve their customers well, and feel confident working with us. You’ll work with beautiful products and a close-knit team, and your work directly shapes how long-term customers feel about Ostbye.

This is a fast-paced role — the days fly by. You’ll juggle orders, calls, emails, and requests all day, then give a customer your full, undivided attention the moment they need it. And because every order affects a retailer and their customer, accuracy matters: we get it right the first time.

This isn’t a call-center job where you read from a script. It’s a role for someone who thinks on their feet, takes initiative, and genuinely cares about getting it right for the customer.

What You’ll Do

• Be the friendly, knowledgeable first point of contact for retailer calls and emails, and enter phone, web, email, and Territory Manager orders in Microsoft Dynamics NAV — accurately, the first time
• Guide customers through custom design, special orders, and repair requests — from quoting and coordination through order entry — and see each one through to resolution
• Answer product questions and resolve customer issues with a solutions-first mindset
• Handle returns accurately and with care, in line with company policy
• Partner with our Territory Managers to provide sales support as needed
• Learn and back up other Customer Experience functions — such as store display orders, Merchandise Exchange Credit (MEC) requests, and sales line support — so you grow your skills across the team
• Help us work smarter by contributing ideas to process improvement and lean initiatives, while following company quality and safety standards
• Take on other related duties as needed

How You’ll Work

You’ll have real ownership of your day-to-day work, with support and guidance from the Director of Brand and Customer Experience. We don’t micromanage, you’ll be trusted to figure it out and get it done. This is an individual contributor role with no direct reports.

What Success Looks Like

In your first 90 days, a successful Customer Experience Representative at Ostbye:

• Knows our retailers and Territory Managers by name and has started building strong relationships
• Gets orders, repairs, and returns right the first time — accurate, complete, and on time
• Proactively flags issues before they become problems
• Has earned the trust of the Territory Managers they support
• Brings the kind of energy that makes the team better

What You Bring

• A service-minded, solutions-oriented approach and a warm, professional phone manner
• Real follow-through — when you say you’ll handle it, it gets handled
• Clear written and verbal communication
• A sharp eye for detail — you double-check your work so orders, repairs, and returns are right the first time
• The ability to multitask and stay steady in a fast-paced environment, while still giving each customer your full attention when they need it
• A self-starter mindset — you don’t wait to be told what to do next
• Comfort with Microsoft Office, especially Excel, and ERP systems (Microsoft Dynamics NAV experience is a plus — we’ll train you)
• A collaborative spirit, common sense, a sense of humor, and a positive attitude

Experience & Education

• 2–3 years of customer service experience, ideally in order entry or client support (equivalent experience welcome)
• High school diploma or equivalent required; associate degree or post-secondary coursework a plus
• Bonus: jewelry retail or jewelry industry experience

Schedule & Work Environment

• Monday – Friday, 8:30 AM – 5 PM
• On-site at our Plymouth, MN facility in a standard office setting with regular computer use
• Occasional lifting of up to 25 pounds
• Ability to commute to Plymouth, MN 55442

Pay & Benefits

• Hourly pay: $22.00 – $25.00 per hour
• Paid time off
• 401(k) with employer match
• Health and dental insurance
• Frequent team outings and company giveaways

Our Core Values

These aren’t words on a wall. They’re how we operate every day:

• Honest Day’s Work — Caring, dedicated, passionate, and flexible
• Relentless Growth — Growing our customers, ourselves, and the company
• Delivering Value — Quality, integrity, and earning the reputation we have
• Solution Centered — Team players who solve problems and spot opportunity
• We Laugh at Ourselves — Fun, outgoing, and don’t take ourselves too seriously

Ready to Join Us?

If this sounds like the right fit, we’d love to hear from you. We move quickly on strong candidates — apply today.

Ostbye is an equal opportunity employer.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Experience:

• Jewelry sales: 1 year (Preferred)
• Customer Service: 2 years (Required)

Ability to Commute:

• Minneapolis, MN 55442 (Required)

Work Location: In person