Customer Service - After Sales

DARRAN Furniture Industries, Inc.; High Point (NC); On-site; USD 40,000 - 54,000; Full time

Job summary

DARRAN is seeking a Customer Service Representative – After Sale to support warranty processes and claims with dealers and end users. You will coordinate with manufacturing, QA, and shipping to drive timely resolutions and credits, while monitoring costs and reporting outcomes.

Ideal candidates bring 3+ years in customer service, strong Microsoft Office skills, and ability to multitask in a fast-paced furniture environment.

Qualifications

• 3+ years of customer service experience.
• Experience in Furniture Manufacturing / Office Furniture preferred.
• Proficient in Microsoft Office Applications.
• Excellent written and verbal communication skills.

Responsibilities

• Warranty and Freight Claims: document claims, respond with technical details, negotiate credits and dispositions.
• Collaborate with manufacturing, QA, product development, and engineering to determine root causes and solutions.
• Quality Resolution: manage order processing, PO creation, proofing and manufacturing expediting.
• Coordinate with Shipping on freight claims and free shipments when carriers are involved.
• Notify Purchasing of vendor issues and ensure internal credits/reimbursements.
• Monitor warranty costs monthly and provide reporting.
• Lead weekly cross-functional meetings to address claims and corrective actions.
• Train Sales and Customer Service on product quality and services.
• Build product education with other departments to resolve claims effectively.

Skills

Customer service

Communication skills

Multitasking

Adaptability

Professionalism

Microsoft Office

Team collaboration

Education

High School Diploma

College degree

Tools

CAP/20/20

Job description

DARRAN is a leading manufacturer of high-quality office furniture, dedicated to creating innovative and functional workspaces that inspire productivity and well-being. We want to create products that are catalysts for change, shaping cultures and creating experiences that resonate deeply. Join our dynamic team and contribute to shaping the future of office environments.Job Summary:DARRAN’s Customer Service Representative – After Sale is vital to the company’s success by providing excellent service to external customers warranty processes on a daily basis.Responsibilities:Warranty and Freight Claims:Partner with nationwide dealerships, document all claims within our database, and provide our customers with technical responses, negotiate efficient and cost-wise solutions for dealers and end users as well as offering credits, billing adjustments, product dispositions and parts packagesWork collaboratively with other departments including manufacturing, quality, product development, engineering, etc to determine the root cause of issues and determine effective solutions through critical thinking skills.Quality Resolution:Manage the the order processing of the item including purchase order creation, proofing, manufacturing expediting and shipment.Coordinate with Shipping department on all Freight claims and free shipments when carriers are involved in the claim.Notify Purchasing of any vendor issues and follow through to ensure DARRAN receives credits/reimbursements internally.Monitor all Quality/Warranty costs on a monthly basis and provide reporting.Hold a Weekly meeting with Quality, Manufacturing and Sales to review any Warranty claims to ensure all issues are addressed immediately and there is a corrective action followed through.Train Sales and Customer Service personnel on product quality, function and services.Build an education of the products, parts and functions through collaboration with other departments so that you may be able to understand the products and determine the best resolution to claims.Qualifications:QualificationsHigh School Diploma Required, College degree preferred.3+ years of customer service experienceExperience in Furniture Manufacturing / Office Furniture preferred.Proficient in Microsoft Office Applications.Experience with CAP/20/20 preferred.Excellent written and verbal communication skills required.Strong qualities of adaptability, dependability and professionalism requiredAbility to multitaskBenefits:401K with 50% match up to 3% of salaryMedical | Dental | VisionPTO | 6 Paid Holidays | Half Day on FridaysNote: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties and qualifications. The company reserves the right to modify or change the job description as neededQualifications:High School Diploma Required, College degree preferred.3+ years of customer service experienceExperience in Furniture Manufacturing / Office Furniture preferred.Proficient in Microsoft Office Applications.Experience with CAP/20/20 preferred.Excellent written and verbal communication skills required.Strong qualities of adaptability, dependability and professionalism requiredAbility to multitask