View Our Website View All Jobs

Customer Service Associate

About Heath

What began as a historic pottery in 1948, has evolved into a collection of businesses anchored in designing and making products, spaces, and experiences of exceptional beauty and uncompromising integrity. We are a manufacturer, led by design and sustainable business practices. We have a very diverse workplace of 200 employees that encompasses manufacturing, retail, design, communications, digital, and administrative functions. Our original Sausalito location houses our dinnerware factory and showroom. Heath San Francisco houses our tile factory, along with a showroom, and clay studio; our SF Ferry Building location is a small, but mighty, showroom; and Heath LA, a showroom and clay studio. Learn more about our company, at


Position Summary

As a Customer Service Associate, you'll be responsible for helping customers via email, phone, live chat, and our website. Reporting to the Customer Service Manager, this role works closely with four other team members to provide outstanding customer service company-wide, in collaboration with other departments. Though patient and diligent problem solving is a big part of the job, there are also daily opportunities to engage with customers who are passionate about dinnerware, home decor, or event registries, acting as a consultant to guide them to the best Heath products for their needs.



  • Responsible for day-to-day customer service related tasks via phone, email, and live chat
  • Prompt responses to all inquiries, following our emphasis on great service and support that brings questions or issues to a gratifying conclusion
  • Optimize profitability by minimizing returns and cancellation rates, demonstrating exceptional customer service skills, product knowledge, and follow-through
  • Work closely with fulfillment, shipping, and merchandise teams to ensure an excellent customer experience


Ecommerce Specific Responsibilities 

  • Ensure that all elements of the online customer service experience are optimized based on direct customer input, analysis, and after-sales communications
  • Stay up to date with updates to the website’s product and content offerings to better provide assistance to customer inquiries
  • Troubleshoot to bring effective resolution to any website issues by working with the web team


Systems and Inventory Responsibilities

  • Stay in regular communication with customers on order progress
  • Track orders in SAP and Shopify, and resolve customer issues related to billing/refunds
  • Ensure regular and timely release of orders and follow up with production and warehouse to ensure fulfillment
  • Monitor backorders and ensure customers are notified on their product status in a timely manner
  • Ensure stock availability and react swiftly to managing out of stock products and lines



  • Excellent communicator who is solution-oriented, warm, patient, and genuine
  • Aptitude for problem-solving, process improvements, and cross-functional collaboration
  • Minimum five years experience working in Customer Service, ideally in support of an eCommerce operation
  • Systems savvy and able to learn new platforms and processes quickly; familiarity with online ticketing systems such as Freshdesk or Zendesk preferred, experience with Shopify and SAP a bonus
  • Experience and comfort level answering a high volume of phone calls and emails, while also handling live chat
  • Excellent spelling and grammar is required for email and live chat communications
  • Retail and consumer goods experience a must, dinnerware and tabletop preferred
  • Able to work independently and take responsibility for issues from start to finish


Work Environment/ Hours / Compensation

This position is a full-time, exempt role that will begin as a work-from-home role. This role will transition into an onsite role once our offices in San Francisco reopen in 2021 (the date is currently TBD). This position pays $60,000 to $67,000 annually, based on experience. This role reports to the Customer Service Manager. 



We are committed to your health and well-being. Heath offers a comprehensive benefits package for full-time employees that includes a choice of medical plan, dental, vision, and life and works very hard to keep employee costs low for excellent coverage. We do not require an employee contribution for individual premiums, and we pick up a large portion of the costs for dependent coverage. A generous 401(k) match annually. Our Employee Stock Ownership Plan provides an additional retirement benefit linked to the long-term performance of our company. We offer a generous time off allocation, paid family leave, and of course a healthy discount on all Heath Ceramics products.


Proud Equal Opportunity Employer

At Heath, we don’t just accept differences — we celebrate it, we support it. Heath is proud to be an equal opportunity workplace. Our goal is to be a diverse workforce at all job levels. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, transgender status, age, marital status, veteran status, or disability status.


How to Apply

If you would like to be considered for this role please send your resume and cover letter that speaks directly to the position’s requirements. Heath Ceramics is an equal opportunity employer. Thank you for your interest!



Read More

Apply for this position

Apply with Indeed
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status

Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 5/31/2023
Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Your Name Today's Date
Human Check*