Newton Baby - Customer Care Representative

Newton Baby is seeking a skilled Customer Care Representative to support and enhance the exceptional customer experience that defines our brand. This role goes beyond basic customer support and focuses on managing the post-purchase customer journey, including order monitoring, shipment tracking, issue resolution, cross-functional coordination, and proactive customer communication to ensure accurate and timely updates.

You will work closely with Operations, Logistics, and Customer Experience teams to resolve customer issues, support smooth order fulfillment, and help identify opportunities to improve workflows and communication. While this role requires strong problem-solving skills and sound judgment, decisions are made within established guidelines and processes.

Required availability Monday–Friday, 9:00 AM–6:00 PM EST, with additional flexibility as needed to support business demands and time-sensitive priorities.

Customer Experience & Issue Resolution

• →Serve as a primary point of contact for customer inquiries, including more complex or escalated issues, across phone, chat, SMS, and email channels.
• →Resolve customer concerns related to orders, shipping, and products by applying established policies and procedures.
• →Provide proactive outreach to customers regarding order status, shipping delays, backorders, or delivery exceptions, using clear and empathetic communication.
• →Escalate issues appropriately when needed to ensure timely and accurate resolution.
  
  

Order & Logistics Support

• →Monitor and track customer orders from purchase through delivery to ensure accuracy and timely fulfillment.
• →Partner with Operations and Logistics teams to help investigate fulfillment errors, carrier delays, or order discrepancies.
• →Identify recurring order or shipping issues and share observations with the broader team to support continuous improvement.
• →Assist in ensuring high-priority customer orders are addressed promptly and effectively.
  
  

Workflow Ownership & Documentation

• →Support ticket triage and prioritization to help meet service-level goals and response-time expectations.
• →Contribute to the development and maintenance of internal documentation, FAQs, and knowledge base resources.
• →Track customer communication trends and flag recurring issues or themes to Customer Experience leadership.
• →Collaborate cross-functionally when issues require coordination across teams.
  
  

Team Collaboration & Continuous Improvement

• →Actively participate in team meetings, discussions, and knowledge-sharing sessions.
• →Contribute positively to team culture by collaborating with peers, sharing insights, and supporting collective goals.
• →Work independently on assigned responsibilities while remaining engaged, communicative, and responsive as part of a distributed team.
• →Share feedback and suggestions to help improve customer workflows, tools, and communication practices.
  
  

• 2+ years of experience in customer experience, customer support, customer operations, or a related role.
• Strong problem-solving skills with the ability to follow established guidelines and determine appropriate next steps.
• Experience with CRM and ticketing platforms; Zendesk preferred.
• Familiarity with order management or fulfillment workflows in an eCommerce environment is strongly preferred.
• Proficiency in Excel or Google Sheets, including filters, basic formulas, pivot tables, and simple data analysis.
• Excellent written and verbal communication skills, with the ability to adapt tone and messaging to different customer situations.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
• Experience with NetSuite or similar order-management systems is a plus.
• Familiarity with Monday.com or similar work management platforms is helpful but not required.
• Comfortable working in a fully remote environment with a dedicated and professional workspace.
• Self-motivated, dependable, and able to structure your day while remaining accountable to team goals and schedules.