Customer Service Proj. Mgr.

Ethan Allen Global, Inc.; Maiden (NC); On-site; Confidential; Full time

Job summary

Ethan Allen Global, Inc. is seeking a senior leader to manage the customer service and order‑coordinating team. You will bridge clients, sales, and production, ensuring top service through reviews, processing, production, and shipment of orders.

Lead daily operations, oversee fulfillment, and resolve escalations on furniture delivery, damage, or delays. You will mentor staff and collaborate across departments while safeguarding confidential executive interactions.

Qualifications

• Bachelor's degree or 5–7 years of related experience with 2+ years in supervision or manufacturing.
• Proficient in ERP/MRP systems such as JD Edwards and Microsoft Office.
• Familiar with furniture production cycles, lead times, freight shipping, and warranties.
• Strong conflict resolution, cross-functional communication and handling pressure.

Responsibilities

• Supervise customer service reps, order processors and warranty/claims staff.
• Ensure prompt follow-up to inquiries from corporate and retail teams.
• Maintain technical support standards across the team.
• Participate on cross-functional improvement initiatives.
• Train and develop staff to uphold high service levels.
• Resolve complaints and order issues to achieve satisfaction.
• Analyze data and statistics to drive decisions.
• Identify areas for continuous improvement.
• Collaborate with management on customer service initiatives.
• Interface with customers, corporate and retail via email and phone.
• Interact with VP Upholstery Manufacturing on confidential matters.

Skills

ERP/MRP software

JD Edwards

Microsoft Office

Furniture production cycles

Conflict resolution

Cross-functional communication

Time management

Adaptability under pressure

Education

Bachelor's Degree

Job description

Position Summary:

Leads the support and order-coordinating team, bridging the gap between clients, sales, and the production floor. Ensures the company delivers the highest level of customer service possible, which includes reviews of orders, processing of orders, production of orders, and the shipment of orders. Directs daily customer service operations, manages order fulfillment, and resolves escalated issues regarding furniture delivery, damage, or production delays.

Job Summary

1. Supervises the customer service representatives, order processers, and warranty/claims specialists.
2. Prompt follow-up to customer inquiries from both corporate and retail.
3. Maintenance of technical support standards.
4. Participation on cross-functional improvement teams.
5. Training and development of staff to deliver a high standard of customer service.
6. Resolve complaints and order issues.
7. Analyze data and statistics.
8. Isolate and identify areas of improvement.
9. Work with management on customer service initiatives.
10. Interface with customers, corporate and retail via email and telephone calls.
11. Work directly with VP Upholstery Manufacturing- some interactions are highly confidential.
12. Member of Senior Management.

Team Leadership

Hire, train, mentor, and evaluate customer service staff to maintain high service standards.

• Order Management & Production Coordination: Oversee the lifecycle of furniture orders from purchase entry to manufacturing to shipment.
• Cross-Departmental Collaboration: Work closely with production, supply chain, quality control, and logistics to track order statuses and solve component shortages or custom-build delays.
• Escalation & Claim Resolution: Handle complex or high-stakes complaints (e.g, freight damage, delayed custom upholstery, missing items, etc) and review returns, replacements, or service requests.
• Process Improvement: Monitor customer service metrics (on-time calls and email responses and implement workflow improvements or reassignments when necessary. Cross training is crucial.

Knowledge, skills, and abilities:

• Bachelor's Degree or five (5) - seven (7) years of job-related experience with at least 2 years in a supervisory or manufacturing/industrial environment.
• Proficiency in ERP/MRP software, JD Edwards, and Microsoft office.
• Familiarity with furniture production cycles, lead times, freight shipping, and warranty policies.
• Conflict resolution, cross-functional communication, time management, and adaptability under pressure.