Furniture Customer Service Representative

Kravet is a global leader in home furnishings seeking a highly motivated Furniture Customer Service Representative to join their customer support team. This role involves managing customer communications, processing orders, and ensuring a seamless experience for the interior design community.

Responsibilities:

• Manage daily communications via email utilizing Zendesk with customers, sellers, vendors (such as factories), and multiple internal departments (such as Credit and Purchasing)
• Enter quotes orders, and manage and maintain open orders
• Serve as the main contact for customers and sellers who engage directly with Furniture Support
• Follow and adhere to updated Furniture Customer Service and Operations Support training documents, procedures, and policies
• Coordinate with Credit on payments, invoices, credits and RMAs for customer orders
• Educate customers and sellers on product, production, lead times, fabric requirements, and delivery expectations
• Maintaining thorough, timely notes in Zendesk and Oracle’s I Screen for all active tickets and orders
• Collaborate with production, operations, and warehouse teams to resolve issues quickly and minimize delays
• Review reports, ensuring issues/delays are documented and resolved promptly
• Participate in Furniture Customer Service department meetings and ongoing training

Requirements:

• Google Suite experience
• High school diploma or equivalent
• Strong customer service orientation with clear, professional communication
• Proficiency in furniture quoting, order management, fabric sales processes, and analyzing reporting from internal and external partners
• Knowledge of cross-department workflows (RSS, Credit, Purchasing, Showrooms, etc.)
• Critical thinking and problem-solving with a focus on efficiency and customer outcomes
• High attention to detail, organization, and follow-through
• Ability to multi-task and adapt to changing priorities
• Collaborative, team-oriented mindset with a positive, professional attitude
• Solid organizational and time management skills
• Comfort working in a fast-paced, contact center environment with measurable performance goals
• Ability to troubleshoot for solutions before escalating
• Ability to remain open minded and agile when new business decisions change a process or procedure