Duke Cannon Supply Co. is growth-oriented CPG company that operates with an entrepreneurial mindset – and has become one of the fastest-growing brands in the men’s grooming category. Our mission is to better the day of hard-working men, and we fulfill this mission through both the products we build and the conversations we create. We have ambitions to become a household brand by taking share from large national players while having fun and giving back to veterans (our cause). And we’re looking to hire smart, fun, and wildly talented folks to join us on our journey.

We’re looking for a Customer Support Representative who will play a critical role in ensuring our customers love Duke Cannon. In this role, you’ll become providing customer support on multiple levels. Ideal candidates are empathetic, great communicators who love helping people.

Primary Responsibilities:

• Handle a high volume of customer inquiries via email that vary from product questions, shipping questions, inventory inquires, online ordering support and more.
• Provide friendly, empathetic, and personalized responses to Duke Cannon customers.
• Use support tools and platforms to help customers troubleshoot order issues.
• Own customer inquiries from start to finish by gathering information, understanding what the customer needs and providing solutions.
• Identify and resolve product issues and/or order mishaps in collaboration with your peers at Duke Cannon and our 3PL counterparts.

Experience and Requirements:

You must have a passion to work in a highly dynamic, fast growing, and entrepreneurial environment. Ideal candidates’ attributes include the following:

• Customer-centric point of view. You love turning someone’s day around and you’re constantly looking for ways to improve the customer experience.
• You’re a great communicator who knows how to clearly and concisely answer customer questions.
• You love owning a problem from beginning to end by using all the resources at your disposal but you also know when to ask for help.
• You’re efficient and organized; you don’t let things slip through the cracks and are able to ensure order accuracy, track and report comprehensive data, and manage customer ticket system so time-dependent tasks are delivered reliably.
• You’re adaptable to change, you know how to roll with the punches and enjoy innovating new processes
• Customer complaints are part of the business, you can assist a customer professionally regardless of their attitude and move on to the next ticket without taking it personally.
• You’re a self-starter who is focused and productive in a hybrid work environment.
• You have a four-year college degree or equivalent experience.
• You have 1-2 years of customer service experience in a call center or online setting.

Preferred, but not essential:

• Experience providing customer support for an e-commerce direct-to consumer brand.
• Familiarity with Shopify, Gorgias, Klaviyo, Brightpearl, Microsoft Outlook, and Excel, or similar tools.

Company Culture

Duke Cannon Supply Co. offers a fast-paced environment where decisions are vetted quickly, and opportunities are relentlessly pursued. We work hard, but we value flexibility as well. We have an informal culture with an emphasis on having fun (we sell soap, after all), though we have the most fun when we exceed our goals. The company’s leaders are dedicated to the growth and development of the team; as such, we want to ensure that our people have a rich and rewarding experience with unique opportunities to grow.

Duke Cannon Supply Co.’s Main Lodge (aka the office) is in Minneapolis’ North Loop, one of the city’s most vibrant and walkable neighborhoods, with award-winning restaurants, fashionable boutiques, live music and Major League Baseball just steps away.

Salary and Benefits

Duke Cannon offers a competitive market salary and bonus based on role and professional experience. Our benefits are top-notch and include health & dental insurance, HSA and 401k programs supported by regular company contributions, a tuition reimbursement program, and monthly parking stipend. We also host monthly moments of Team camaraderie ranging from community service events to social hours in the Main Lodge to Lunch & Learns covering business, team, and industry topics.

All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.

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