Customer Service Associate

About Us

Springfield Leather Co. (SLC®) provides high-quality leathercraft supplies, education, and customer service to makers all over the world. Our team is a close-knit group of enthusiasts who genuinely care about supporting our customers and each other.
We maintain a supportive, down-to-earth culture where you can grow your skills. If you are a reliable problem-solver who enjoys helping people and wants to work in a creative industry, we would love to have you join us.
Job Summary

As a Customer Service Associate, you will be the primary point of contact for SLC®, helping customers over the phone and via email. You will answer inquiries, take orders, and help educate customers on the right products for their projects.
This is a fast-paced role where you will need to think on your feet and solve problems independently. While prior customer service experience is required, we will provide thorough training on our inventory and processes to get you up to speed. This is a full-time, hourly, non-exempt position with a comprehensive benefits package.
Position Details

• Type: Full-Time, Hourly, Non-Exempt
• Schedule: Monday through Friday, with one mandatory Saturday per month (you will still receive two days off during those weeks).
• Hours: Average of 40 hours per week.
• Starting Wage: $16.00 per hour.
• Benefits: Health, Dental, and Vision insurance; Simple IRA; HSA; Paid Time Off (PTO) & Paid Appointment Time; wholesale employee pricing; casual dress code; and free coffee!

Key Responsibilities

• Provide helpful, personalized service over the phone, email, and chat to assist customers with their crafting needs.
• Manage incoming calls, place orders, respond to online chats, process written mail, and resolve customer issues efficiently.
• Answer product questions and guide customers toward the right tools and materials for their projects.
• Actively study our products, services, and workflows during training to build your leathercraft knowledge.
• Handle customer complaints professionally, offering practical solutions and following up to ensure full resolution.
• Adapt smoothly to changing daily priorities and handle ambiguous situations with good judgment.

Qualifications

• Previous experience in a customer service role is required. Experience in a craft, hobby, or educational business is a plus.
• Strong verbal and written communication skills with the ability to connect easily with coworkers and customers.
• Comfortable using standard office software and multi-line phone systems.
• Strong multitasking, prioritization, and time-management skills.
• A genuine willingness to learn about leathercraft and our specific product catalog.
• Ability to work the required schedule, including one Saturday per month.

How to Apply

If you are ready to join our team, please submit your resume and a brief cover letter explaining why you are interested in the Customer Service Associate role. We look forward to hearing from you!
Springfield Leather Co. (SLC) is an Equal Opportunity Employer (EOE). We are committed to a diverse, inclusive, and harassment-free workplace for all employees and applicants.