Customer Service Rep

Benefits :

401(k)

401(k) matching

Employee discounts

Paid time off

Profit sharing

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
• Paid time off and 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.