Customer Experience Specialist, Home Décor

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, 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