Furniture Customer Service Representative

Kravet is seeking a highly motivated and detail-oriented professional to join the customer support team. This is a full-time remote position requiring strong customer service, problem-solving, communication, organization, and product knowledge (specifically in furniture skills. A positive attitude, professional demeanor, excellent phone and email etiquette, and a commitment to serving the interior design community are essential.

This is an excellent opportunity to join a growing, family-led company with an inclusive and engaging work environment. As the global leader in home furnishings, we are committed to providing exceptional support and service to the interior design trade. We welcome applicants who share our goal to exceed our customers' expectations and ensure their experience is seamless.

The Furniture Support Representative is responsible for the daily processing of quotes and orders while providing exceptional and timely support to customers, sellers, and the Regional Sales Support team with in our published service level agreement. This role ensures accurate order management, communication, and smooth coordination across departments to deliver excellent customer experiences.

Key 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.

Company Details

Our brands include Kravet, Lee Jofa, Brunschwig & Fils, GP&J Baker and Donghia. Kravet is distributed across the country and the world through our networks of showrooms, sales representatives and distributors. Our goal is to supply the interior design trade with the highest quality customer service and products for their projects. Please visit to learn more about our company.

At Kravet we value the different social identities that make us who we are. We are committed to a diverse and inclusive workplace that represents the many different cultures, experiences, and viewpoints that reflect our communities. Our promise is to be open to learning and to be an inclusive employer and partner, with thoughtful strategies and practices that amplify the different voices of our industry.

This job description has been designed to indicate the general nature and level of work performance by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.

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.

Originally posted on Himalayas