Customer Care Specialist, Décor Direct

Schell Brothers; Rehoboth Beach (DE); On-site; USD 42,000 - 62,000; Full time

Job summary

Décor Direct, part of the Schell Brothers family, seeks a Customer Care Specialist to support clients from order entry through delivery and installation. You will own customer service needs with organization, clear communication, and a client-first approach to ensure every client feels valued and informed.

Responsibilities include managing service tickets, proactive client updates, processing returns and credits, and coordinating with production, warehouse, and accounts payable to resolve issues

Qualifications

• Customer service experience is required.
• Ability to communicate clearly in writing and speech.
• Strong problem-solving and critical-thinking skills.

Responsibilities

• Serve as the primary point of contact for furniture and window treatment orders.
• Manage service tickets from pre-delivery through installation and post-delivery.
• Proactively communicate timelines, next steps, and resolutions to clients.
• Submit and manage vendor claims for damaged or defective merchandise.
• Process returns, exchanges, and credits per company policy.
• Collaborate with Accounts Payable on credits and invoices related to service claims.
• Assist Production Coordinators with delivery, installation, and service appointments.
• Support inventory reconciliation with Warehouse team.
• Assist warranty ticket handling to ensure timely resolution.

Skills

Exceptional Customer Service Skills

Strong Written and Verbalcommunication

Problem Solving & Critical Thinking

Knowledge of Interior Design

Prioritization & Time Management

Adaptability

Cross Functional Collaboration

Tools

Acumatica

Zoho CRM

Google Workspace

Microsoft Office

Job description

Décor Direct is part of the Schell Brothers family of companies and provides home interior design services as well as furniture and window treatment sales. Schell Brothers is a highly successful residential construction company with over 20 years of excellence in Delaware, Richmond, VA, Nashville, TN, and Boise, ID. We are proud to have received Pro Builder’s prestigious \"Builder of the Year\" award, the highest honor for a builder in North America. Additionally, we’ve earned the \"Great Place to Work\" certification across our divisions, reflecting the strength and culture of our team.

Décor Direct is looking for a Customer Care Specialist to join our Team! The Customer Care Specialist is a key contributor to Decor Direct's team and serves as one of the primary points of contact for clients throughout their journey with us. This role is responsible for supporting the customer journey from the time an order enters production through delivery and installation, with particular ownership of customer service needs that arise along the way. By combining exceptional organization, thoughtful communication, problem solving, and a client first mindset, the Customer Care Specialist plays an important role in ensuring every Decor Direct client feels valued, informed, and prioritized.

Responsibilities include but are not limited to:

• Serve as the primary point of contact for customer service matters related to furniture and window treatment orders.


• Manage customer service tickets identified prior to delivery, during delivery and or installation, and after completion.


• Proactively communicate with clients regarding service concerns, next steps, anticipated timelines, and resolution plans.


• Submit and manage vendor claims related to damaged, defective, incorrect or otherwise unsatisfactory merchandise.


• Facilitate approved returns, exchanges, replacements and credits in accordance with Decor Direct policies.


• Partner with Accounts Payable to provide clarification and supporting documentation for credit memos and invoices related to customer service claims.


• Assist the Production Coordinators with additional delivery, installation, repair, or service appointments as needed.


• Assist the Production Coordinators and Warehouse team with inventory management and reconciliation.


• Facilitate warranty tickets submitted by Schell Brothers, ensuring each request is properly documented and addressed in a timely manner.

Required Skills:

• Exceptional Customer Service Skills


• Strong Written and Verbal communication


• Problem Solving & Critical Thinking


• Knowledge of Interior Design


• Prioritization & Time Management


• Adaptability


• Cross Functional Collaboration Familiar with the following software programs is a bonus:


• Acumatica


• Zoho CRM


• Google Applications including Gmail, Sheets, Slides, and Drive


• Microsoft applications including Word, Excel, Powerpoint