Furniture Customer Service Representative

2 months ago

Thomasville, United States Kravet Full time

Kravet Inc. has been selected as a 2024 US Best Managed Company for the fourth year in a row Sponsored by Deloitte* Private and The Wall Street Journal, the program recognizes outstanding U.S. private companies and the achievements of their management teams. In addition, Kravet Inc. is proud to be Certified™ by Great Place To Work® for the third year in a row. The prestigious award is based entirely on what current employees say about their experience working at Kravet Inc. This year, 87% of employees said it's a great place To Work - 30 points higher than the average U.S. company.

The Furniture Customer Service Representative plays a key role in handling day-to-day customer and seller interactions and order management as related to furniture across all our collections and brands, and working to assist the customer and seller in any way possible, and/or directing them to the appropriate team member or manager when necessary.

Responsibilities include:

  • Extensive phone, email and chat communication with customers, showrooms, sales representatives, and factories
  • Participation in a contact center queue is required, as is the ability to work in conformity to the guidelines and metrics set forth by Kravet Inc.
  • Respond to inquiries regarding product specifications, pricing, and availability and provide standard and custom quotes with diagrams and/or forms to customers and sellers
  • All aspects of fabric and furniture order management, initial review and entry, changes to existing orders, and proactive follow-up using reporting tools available
  • Proactive outbound calls and emails to resolve issues and/or alternative solutions depending on the nature of the situation
  • Provide inter-departmental support to other furniture teams as necessary
  • Maintain familiarity with our furniture product lines and collections, across all brands
  • Onboard new products, procedures, and processes as business needs change
  • Strong awareness of and ability to follow company policies and procedures
Experience/Certifications/Education:
  • High School Diploma or GED required
  • 2+ Years in a Customer Service role
  • Prior history of working in a contact center environment; remote experience preferred
  • Experience working for a high-end, luxury brand retailer or hospitality / service-oriented company
  • Experience in Home Furnishings and/or the Interior Design industry
  • Knowledge of or experience with other 'trade only' suppliers, textiles, wall coverings, and furniture expertise is not required but considered a plus
Abilities/Key Competencies/Skills:
  • Required to be proficient in all aspects of Furniture quoting, Custom quoting, Furniture order management and fabric sales order management with a thorough understanding of company policies and procedures as they relate to distribution and order fulfillment
  • PC literate with proficiency in G Suite products, Nitro, Paint and Sketch Up a plus
  • Required to maintain an understanding of the ways in which other departments' processes & procedures impact the Furniture Customer Service workflow and process, including but not limited to Credit, Purchasing, Showrooms, etc.
  • Ownership of difficult and/or complicated situations as they arise, demonstrating professionalism at all times while working to resolve the matter at hand
  • Creativity in solving problems or resolving issues for customers and internal staff
  • Exercise critical thinking and use good judgment to balance customer satisfaction and the best interests of the company
  • Offer suggestions for process improvements and/or streamlining workflows whenever possible
  • Superior written and verbal communication skills
  • Must be able to work thoughtfully and thoroughly with a continuous attention to detail
  • Ability to retain a wide range of small details concerning multiple product types, tasks, system processes, issues, and/or projects
  • Excellent time management, organizational, and follow-up skills
  • Comfortable multi-tasking, or, pivoting between tasks on the fly as the need arises
  • Willingness to learn new product, procedures/processes as business needs change
  • A strong work ethic and friendly attitude, with the ability be a team player, and stay self-motivated

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