Customer Success Associate
PORTLAND, OR
Full Time
Entry Level
JOB DESCRIPTION | ABOUT THE ROLE:
The Customer Success Associate is a frontline ambassador for COAST Products- a fourth-generation, family-owned, company proudly serving customers for over a century in Portland, OR. This role sits at the heartbeat of our business, responsible for delivering exceptional customer experiences across every touchpoint. You will handle a wide range of inbound inquiries, process warranty claims under our industry-leading lifetime warranty program, and support the day-to-day operational needs of our facilities and office environment.
You bring energy, ownership, and a genuine care for people to every interaction. This role exists to ensure every customer- whether a new-to-brand consumer or a long-time trade partner, feels heard, supported, and valued. Your work directly impacts customer loyalty, brand reputation, and the overall health of the business.
KEY RESPONSIBILITIES:
CUSTOMER SUPPORT & WARRANTY
REQUIRED QUALIFICATIONS
The Customer Success Associate is a frontline ambassador for COAST Products- a fourth-generation, family-owned, company proudly serving customers for over a century in Portland, OR. This role sits at the heartbeat of our business, responsible for delivering exceptional customer experiences across every touchpoint. You will handle a wide range of inbound inquiries, process warranty claims under our industry-leading lifetime warranty program, and support the day-to-day operational needs of our facilities and office environment.
You bring energy, ownership, and a genuine care for people to every interaction. This role exists to ensure every customer- whether a new-to-brand consumer or a long-time trade partner, feels heard, supported, and valued. Your work directly impacts customer loyalty, brand reputation, and the overall health of the business.
KEY RESPONSIBILITIES:
CUSTOMER SUPPORT & WARRANTY
- Serve as the primary point of contact for inbound customer inquiries via phone, email, and walk-ins- responding promptly, accurately, and with a customer-first approach and sense of urgency
- Recognize and act on cross-selling opportunities to connect customers with the right COAST products for their needs
- Process and manage warranty claims (through our company’s lifetime warranty program) from end users and trade customers, including online submissions, mailed-in claims, and in-person requests, ensuring thorough documentation and timely resolution
- Maintain deep product knowledge to effectively support customers, answer technical questions, and act as a brand ambassador across all interactions
- Build lasting customer relationships by following up on open cases, proactively communicating updates, and ensuring satisfaction at every stage of the customer journey
- Navigate challenging customer situations with professionalism and sound judgment- collaborating with internal teams (sales, product, operations) to resolve complex issues efficiently
- Utilize existing tools to track and document customer feedback, defect trends, and recurring issues- surfacing insights to relevant teams to support continuous improvement
- Assist with walk-in customer requests as needed (ex: shipping, receiving, and processing of physical warranty returns and product exchanges, etc.)
- Support day-to-day facility needs including maintaining a clean, organized, and functional workspace, and occasionally coordinating with external vendors for maintenance, repairs, and supply restocking
- Manage inventory of office and facility supplies, ensuring timely restocking and minimizing operational disruptions
- Collaborate cross-functionally with sales, marketing, operations, and product teams to share customer insights and support broader team and company initiatives
- Support key Sales Operations Department functions including order processing, transfer requests, and other tasks as needed- contributing directly to team efficiency and broader sales department execution
- Assist with reporting on customer support metrics, warranty volumes, and operational activity as requested
- Contribute to a positive, team-oriented culture by stepping in where needed and demonstrating flexibility in a dynamic environment
- This is a full-time, onsite role based in Portland, OR, working 4 days per week in office, 40 hours per week; occasional non-standard hours may be required on a rare and well-in-advance basis
REQUIRED QUALIFICATIONS
- 1–3 years of experience in a customer service, customer success, or customer support role
- Strong verbal and written communication skills with a professional, empathetic, and solutions-oriented approach
- Proven ability to manage multiple tasks and competing priorities without sacrificing quality or responsiveness
- Comfortable navigating helpdesk tools (ex: Zendesk), and general office software (ex: Microsoft Outlook, Microsoft Office)
- High attention to detail- especially in processing claims, documentation, and data entry
- Collaborative team player who thrives in a cross-functional environment and contributes proactively
- Positive attitude and genuine enthusiasm for helping people- you take pride in doing the job right
- Experience supporting warranty, returns, or product fulfillment processes
- Familiarity with facilities coordination or office operations support is a bonus
- Background in a product-based or manufacturing company a plus
- Comfort working in a fast-paced, high-volume environment with shifting priorities
- Demonstrated ability to identify process improvements and communicate them constructively
COMPENSATION & BENEFITS:
COMPENSATION:
COMPENSATION:
- Annual Salary: Dependent on Experience
- Pay Frequency: Semi- Monthly
- Annual Bonus: Discretionary based on overall company performance
- Paid Holidays: Minimum of 8 paid holidays per year
- Paid Time Off (PTO): Front-loaded PTO available at hire (starting at 112 hours), increasing with tenure, and resetting upon employee anniversary date
- Health Insurance: Kaiser Permanente Medical and Prescription coverage, with 3 plan options available. Fully paid for employees, partially covered for dependents, eligible starting the first of the month after 30 days of employment
- Health Saving Account (HSA): Available for employees enrolled in the High Deductible Health Plan (HDHP)
- Vision Coverage: Provided through VSP
- Dental Coverage: Delta Dental plan options available
- 401k Plan: Available after 6 months of employment with a 6% employer safe harbor match
ABOUT COAST PRODUCTS:
Founded in Portland, Oregon in 1919, COAST is a fourth-generation, family-owned company with over a century of innovation behind every product we make. From our first fillet knife to today's voice-controlled portable lighting, we have spent 100+ years designing tools that make our customers' jobs safer, easier, and more enjoyable. Our product lineup- spanning headlamps, flashlights, work lights, safety lighting, multi-tools, cutting tools, and rechargeable batteries- is trusted by hardworking professionals and everyday people worldwide, and every single one is backed by our legendary COAST CARE lifetime warranty. In a world where that kind of commitment is rare, it reflects who we are: a company that stands behind what we build, always.
At COAST, our people are the engine behind that promise. We are a tight-knit team that takes pride in what we build, how we treat our customers, and the legacy we uphold every single day.
COAST believes each employee makes a significant contribution to its success. The employee’s contribution should not be limited by the responsibilities assigned in this document. The descriptions stated in this document are intended to define the general nature and level of work being performed by individuals assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Your employment with our company is “at-will”, which means that either you or the company may terminate the relationship at any time. COAST is proud to be an equal opportunity workplace and is an affirmative action employer.
COAST is proud to be an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
Founded in Portland, Oregon in 1919, COAST is a fourth-generation, family-owned company with over a century of innovation behind every product we make. From our first fillet knife to today's voice-controlled portable lighting, we have spent 100+ years designing tools that make our customers' jobs safer, easier, and more enjoyable. Our product lineup- spanning headlamps, flashlights, work lights, safety lighting, multi-tools, cutting tools, and rechargeable batteries- is trusted by hardworking professionals and everyday people worldwide, and every single one is backed by our legendary COAST CARE lifetime warranty. In a world where that kind of commitment is rare, it reflects who we are: a company that stands behind what we build, always.
At COAST, our people are the engine behind that promise. We are a tight-knit team that takes pride in what we build, how we treat our customers, and the legacy we uphold every single day.
COAST believes each employee makes a significant contribution to its success. The employee’s contribution should not be limited by the responsibilities assigned in this document. The descriptions stated in this document are intended to define the general nature and level of work being performed by individuals assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Your employment with our company is “at-will”, which means that either you or the company may terminate the relationship at any time. COAST is proud to be an equal opportunity workplace and is an affirmative action employer.
COAST is proud to be an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
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