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E-commerce Customer Relations Representative

Toledo, OH, US, 43604


Based in Toledo, Ohio, Libbey Inc. is one of the largest glass tableware manufacturers in the world. Libbey operates manufacturing plants in the U.S., Mexico, China, Portugal and the Netherlands. In existence since 1818, the company supplies tabletop products to retail, foodservice and business-to-business customers in over 100 countries. Additional information is available at


Libbey is hiring an E-Commerce Customer Relations Representative to focus on all levels of customer interaction via phone, email, chat, social media and any other communication channels, and is responsible for taking customer service to another level. The ideal candidate for this role is a self-starter and detail oriented with an entrepreneurial personality to grow company sales. Must be comfortable with ambiguity and be flexible as needed.



  • Answer general consumer inquiries via various communication channels regarding order status, returns, missing package claims, shipping information and coupon adjustments, and ensure follow up until inquiry is closed
  • Review orders daily for possible issues regarding order fulfillment, address issues, and fraud issues
  • Investigate customer concerns about product depictions online, such as inaccurate images or product descriptions and make corrections as needed
  • Manage direct customer accounts by leading product content syndication and supporting all order management activities, assisting with pricing and credit discrepancies and providing status reports including backorder and inventory reports
  • Work within e-commerce systems to access client and order information
  • Assist with technical support as needed, including talking the customer through any difficulties, placing orders on behalf of customer when necessary and notifying digital manager of recurring technical issues
  • Work together regularly with the Libbey Ecommerce and Customer Relations teams to exchange and execute ideas on how to improve the Libbey brand online
  • All other duties as assigned


Requirements & Qualifications

  • Associates Degree required; Bachelor’s Degree desired
  • Experience in customer service-related industry and working with people
  • Flexible schedule to accommodate consumer feedback responses and peak periods including nights and weekends
  • Friendly and calm disposition, ability to diffuse conflict with a positive attitude
  • Exceed our customers’ expectations daily
  • Ability to multi-task in a fast-paced environment
  • Excellent oral and written communication skills, ability to interact professionally in live customer service situations
  • Ability to work independent of others; demonstrating resourcefulness, accountability and outstanding attention to detail
  • Strong computer and technical skills, ability and willingness to quickly learn how to navigate various systems and software programs

Libbey Inc. is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, creed, age, religion, sex, national origin, citizenship, genetic information, sexual orientation, marital status, gender identity, disability, protected veteran status or any other federal, state, or local protected class.

Nearest Major Market: Toledo

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