Summary:

As a Customer Service Agent, you’ll be part of Harbour’s dedicated Customer Experience team, supporting our web, store, and trade clients nationwide. You’ll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring every interaction reflects Harbour’s brand promise of exceptional care.

You’ll work closely with the Customer Service Lead and Director of Customer Experience to deliver outstanding service, uphold Harbour’s standards, and identify opportunities to improve processes and elevate the customer journey.

Responsibilities:

Provide responsive, empathetic, and accurate support to web, store, and trade clients via phone, email, and live chat.
Manage customer inquiries related to orders, deliveries, product information, returns, and trade account support.
Resolve issues efficiently while maintaining Harbour’s tone, professionalism, and brand values.
Accurately document customer interactions in NetSuite and Hiver, ensuring records are complete and up to date.
Collaborate with internal teams (logistics, warehouse, retail, e-commerce, and finance) to track, resolve, and communicate updates.
Escalate complex or high-priority issues to the Customer Service Lead when appropriate.
Support process improvements and share insights that enhance the customer experience.
Maintain up-to-date product and brand knowledge to offer thoughtful, informed assistance.
Contribute to a positive team culture built on collaboration, care, and customer focus.

Qualifications:

1–3 years of customer service experience in retail, e-commerce, or trade/wholesale environments.
Strong written and verbal communication skills.
Empathy, patience, and sound problem-solving abilities.
Proficiency with NetSuite, Hiver, and Shopify (or similar systems).
Excellent attention to detail and data accuracy.
Ability to multitask and prioritize effectively in a fast-paced environment.
A proactive, team-oriented attitude and genuine passion for helping customers.
Experience in Business, Communications, or related field.
Experience supporting trade or wholesale accounts.
Familiarity with omni-channel retail operations.
Flexibility to work weekends or extended hours during peak sales periods.

Performance Metrics/KPI's

Customer Satisfaction (CSAT) and response time.
First Contact Resolution rate.
Accuracy and quality of customer documentation.
Collaboration and communication with internal teams.
Consistency in delivering Harbour’s service standards and tone.

About Harbour Outdoor:
Harbour is a family-owned global design brand rooted in nearly fifty years of craftsmanship and heritage. Founded in 1976 by master blacksmith Jim Condos, Harbour has grown from a small Sydney workshop into an internationally recognized luxury outdoor furniture company, still led by multiple generations of the Condos family.

We are fully vertically integrated, designing and manufacturing our collections in-house to ensure exceptional quality, performance, and attention to detail. Harbour blends refined design with durable, sustainably sourced materials to create products that elevate outdoor living across residential, hospitality, and commercial spaces worldwide.

A global leader in luxury design & manufacturing. Since 1976, Harbour has been synonymous with luxury furniture. Born in Australia and now based in the US, Harbour stands out as the ultimate destination for outdoor & indoor design with a distinctive range of collections featuring unique designs of incredible comfort and durability — all inspired by a profound connection to the rich Australian coastal landscapes and lifestyle we call home. We invite you to share in this legacy. What Guides Us We’re leaders in the world of design who believe timeless designs can bring people together and elevate their experiences. We’re inspired by the culture of craftsmanship in our family heritage and by our Australian identity — which shapes the simplicity of our design, the durability of our product and our commitment to sustainability. We aspire to have a positive impact on the world because we believe that humanity is at its best when people come together. Our passion for design drives us to be dedicated to the perfection of our art — the art of togetherness. More than a furniture company, Harbour is a lifestyle brand. We’re steeped in a culture that promotes the Australian way of life: our love of the outdoors, travel, nature, modern design and life on the harbour of course, all expressed through each and every collection. Our signature aesthetic is fresh, light, modern, coastal and luxe-inspired – an evolution of generations of Australian design. Our customers are attracted to our story as much as our style, an underlying Australian story of our own family history and craftsmanship.

Customer Service Agent

Customer Service Agent

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