CX Specialist - Temporary in at East Fork Pottery

Customer Experience Specialist - Temporary

Job Description V2026.01

East Fork began in 2010 as one potter throwing pots and filling a wood-fired kiln on an old tobacco farm in the mountains of North Carolina. Today we are one of the largest remaining dinnerware manufacturers in the US, making over 600,000 pots a year.

We're a Certified B Corporation, a distinction that speaks to our accomplishments and decisions that prioritize more than just our bottom line and hold us accountable to work for the betterment of our employees, customers, suppliers, communities, and environment. Our work is always led by our mission - In everything we do: Set a beautiful and abundant table.

We do all of this with a spirit of steadfast commitment to make products of unmatched material quality while using our business to contribute to a more joyful and equitable world.

The Customer Experience Specialist is a temporary position in which the primary responsibility will be assisting customers inquiries while ensuring the highest standards of customer service. The Customer Experience Specialist must be confident in answering FAQ's in a timely manner through Zendesk, Gmail, live chat, and navigating calls while maintaining a relationship that accurately represents the values and tone of the East Fork brand. Proficiency with Shopify and our WMS software and the collection and organization of customer content from Zendesk will be crucial responsibilities for this position.

This position is temporary, and will end effective January 15th, 2027.

Customer Experience

• Keeping scheduled hours to answer cases in Zendesk

• Compassionately communicate with customers in a way that accurately represents the mission, values and feeling-tone of the East Fork brand

• Handle customer complaints with grace and compassionate communication, and direct disgruntled customers to upper management when necessary

• Work collaboratively with CX teammates and senior sales team members to generate accurate, on-brand communication

• Work collaboratively with the Fulfillment team for seamless customer order edits, special batch handling requests, replacements, returns, and exchanges

• Implement the proper tagging and tracking for Zendesk communications to aid in team’s key performance indicators data collection

• Scheduled days to assist with customer product reviews and additional collaborative tasks

• Proficiency with Shopify and WMS Software to view inventory levels, assist with returns/exchanges, order replacements, and assist customers with tracking progress

• Practice proper phone etiquette and be available for customer calls through our phone system

• Practice proper chat etiquette and be available for live customer inquiries through chat

• Extra availability during launch and sales moments, high traffic moments, and the holiday season

Sales

• Be able to speak knowledgeably about every product we carry, both pottery and third-party goods

• Demonstrate selling and product knowledge strategies to determine the customer's needs and offer suggestions or alternatives

• Build genuine, lasting relationships with customers via quality interpersonal interactions

• Have a good working knowledge of the technical aspects of our operation as it applies to customer inquiries

Customer Experience Supervisor

Sales Team, Marketing, Fulfillment

none

40 hours/week, Monday-Friday from 9am-5pm eastern time, occasional weekend shift might be required.

This position is full time, temporary, non-exempt.

East Fork shall pay you $23.15 hourly

• Excellent customer service skills

• Comfortable with repetition

• Exceptional written and spoken communication skills

• Comfortable working across multiple communication channels

• Ability to work as part of a team

• Self-reliant and adaptable

• Ability to receive, process, and incorporate feedback

• Flexibility around weekends and holidays, occasionally working “off-hours” if needed

• Strong skill set in using technology and systems efficiently

• Ability to multitask while remaining focused

• Ability to communicate clearly and concisely both verbally and in writing

• Ability to problem solve

• Ability to work a flexible schedule

• Ability to respect and communicate across lines of cultural differences

• Ability to address conflict by assuming positive intent and seeking to understand

• Ability to embrace a mistake without fault

• A commitment to center the active process of self awareness

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones. This position requires a person to have the ability to perform work while stationary for prolonged periods daily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

East Fork is located in Asheville, NC , Washington DC, and Brooklyn, NY. At our heart we are makers: we produce every piece of ceramics we sell and source other objects for the home from near and far to offer a meaningful, beautiful, and personal collection of useful objects for the home.

Craft: Craft is not the things we make, it’s the way we make them. It’s the spirit in which we approach our work, to make it nice, to aspire to mastery, and it demonstrates our care about the person who will use the product of our work and how our work impacts their life.

Generosity: We work towards a model of shared prosperity, setting a bigger, more inclusive, more equitable table for everyone we meet - from our employees to the communities in which we live.

Consideration: We approach each other with focus, clarity, and kindness. We think deeply about the outcome and impacts of our actions, on our organization, the individuals within it, our customers, our environment, and our community.

Curiosity: We stay in our beginner's mind, humble, aware of how much we do not know, striving earnestly and open-heartedly towards our shared success.

It is important that all prospective job candidates are aware of our company values and of our commitment to building an inclusive company culture. As a white-led organization, we acknowledge that the realities of white supremacy, hetero/cis-normativity, and patriarchy, work in tandem to oppress both people and planet; and that through our own proximity to power, we have benefitted from systemic inequity. We are committed to confronting and rectifying our privilege in service of co-creating an equitable workplace—a space where people can show up authentically in mind, body, and spirit. We honor the collective sum rather than a monolithic experience to reveal a path of excellency, yours and ours. As we continue to build momentum within our anti-racist work we pledge to be intentional in crafting actions that support diversity, equity and inclusion in our framework, and we invite all East Fork team members to contribute to this goal.