Benefits:

Health insurance

Paid time off

Profit sharing

Vision insurance

401(k)

401(k) matching

Dental insurance

Employee discounts

Customer Service Representative

Employment Type: Full-Time

Location: Davenport, Iowa

Role Overview

As a Customer Service Representative at Evolution, you’ll be the frontline ambassador of our brand, delivering expert support and guidance to our customers across phone, email, and social media. You’ll play a vital role in upholding our reputation for exceptional service by actively listening, communicating clearly, and resolving inquiries efficiently. Your product knowledge and customer-first mindset will help ensure every interaction reflects our commitment to quality and care.

Key Responsibilities

· Handle inbound calls promptly and professionally, following standard operating procedures.

· Manage customer intake across phone, email, and chat, including data entry and issue escalation.

· Maintain and update operating instructions for your areas of expertise.

· Identify customer needs, research issues, and provide solutions or alternatives (e.g., warranty, returns).

· Conduct follow-ups when necessary to ensure resolution.

· Educate customers on safe usage and maintenance of Evolution products.

· Recognize upselling opportunities and recommend relevant products.

· Document all customer interactions in the database.

· Support social media engagement and customer interactions.

· Track and report performance metrics through dashboards and detailed reporting.

· Meet individual and team performance targets.

· Perform additional duties as assigned.

Qualifications & Skills

Experience & Education:

· 2–3 years in a customer support role.

· Proven success in meeting or exceeding performance goals.

· High school diploma required.

· Familiarity with tools and equipment is a plus.

Technical Skills:

· Microsoft Office, SAP, Salesforce, Gorgios, and SPS Commerce a plus

· Strong data entry and record-keeping abilities.

Personal Attributes:

· Excellent problem-solving and communication skills.

· Self-motivated and able to work independently.

· Organized, with strong time management and multitasking abilities.

· Adaptable to different customer personalities and needs.

· Calm under pressure and deadline-driven.

· Multilingual skills are a plus.

Department & Reporting

Based in our Davenport, Iowa office. Member of the Customer Service Department. Collaborates with cross-functional teams. Reports daily to the Customer Service Manager.

Work Schedule

Full-time, Monday to Friday Hours: 8:30 AM – 5:00 PM

Benefits

· 401(k) with matching

· Health, dental, vision, and life insurance

· Health savings account

· 4 weeks accrued yearly PTO

· 1 week accrued yearly paid sick time

· Birthday Off

· 8 paid holidays

· Training

· Parental leave

· Employee discounts

· Profit sharing

About Evolution

With over 30 years in the industrial power tool market, Evolution is a fast-growing global company operating in 27+ countries. Headquartered in the UK with offices in the US, France, and China, we’re recognized as a leader in steel dry-cutting technology. Our patented multipurpose saws cut wood, aluminum, and steel, and we’re expanding rapidly. Join us in building one of the most iconic brands in the power tools industry.