Customer Service Representative - Fabric, Trim & Wallcoverings

Kravet; United States; On-site; USD 36,000 - 54,000; Full time

Job summary

Kravet is seeking a Customer Service Representative to handle day-to-day interactions and order management for fabrics, trimmings, and wallcoverings across all brands.

You will manage inquiries, process orders, and provide support across departments while maintaining high standards of professionalism in a fast-paced team environment. Remote-work experience is a plus; a high school diploma is required.

Qualifications

• 2+ years in a customer service role.
• High school diploma or equivalent.
• Remote contact center experience.
• Experience with luxury brand retailer or hospitality environment is a plus.
• Interest in home furnishings/interior design.

Responsibilities

• Handle inquiries about product specs, pricing, availability, and inventory; provide web/help chat support.
• Manage orders from entry to changes; follow up on samples and returns.
• Resolve difficult situations with professionalism and sound judgment.
• Balance customer satisfaction with company interests.
• Provide inter-departmental support as needed.
• Maintain familiarity with product lines across brands.
• Extensive phone and email communication within a contact center.
• Follow company policies and procedures.

Skills

Communication skills

Google Suite

Attention to detail

Fast learner

Time management

Multitasking

Willingness to learn

Team player

Education

High school diploma

Tools

Google Workspace

Job description

The Customer Service Representative plays a key role in handling day-to-day customer interactions and order management as related to fabrics, trimmings, and wallcoverings across all of our brands.

Key Responsibilities:

• Handling general inquiries regarding product specifications, pricing, availability, and inventory levels, along with web help and chat support
• All aspects of order management: initial review and entry, changes to existing orders, and proactive follow-up, including sample requests and product returns
• Taking ownership of difficult and/or complicated situations as they arise, demonstrating professionalism at all times while working to resolve the matter at hand
• Exercising critical thinking and use of good judgment to balance customer satisfaction and the best interests of the company
• Provide inter-departmental support to other business areas as necessary
• Maintain familiarity with our product lines and collections across all brands
• Extensive phone and email communication with customers, working within a contact center platform
• Strong awareness of and ability to follow company policies and procedures

Abilities/Key Competencies/Skills:

• Superior written and verbal communication skills
• PC proficient with experience using Google Suite products
• Must be able to work thoughtfully and thoroughly with continuous attention to detail
• Ability to learn quickly and retain a wide range of small details concerning multiple product types, tasks, system processes, issues, and/or projects
• Excellent time management, organizational, and follow-up skills
• Comfortable multi-tasking, or, pivoting between tasks on the fly as the need arises
• Willingness to learn new products, procedures, and processes as business needs change
• A friendly attitude with the ability to be a team player and stay self-motivated in a fast-paced environment

Technical / Environmental Requirements:

• A quiet workspace free from distractions and background noise; participation in video meetings will be required on a regular basis
• High-speed broadband internet service

Experience/Certifications/Education:

• High school diploma or equivalent
• 2+ Years in a Customer Service role
• Prior history of working remotely in a contact center environment
• Experience working for a high-end, luxury brand retailer or hospitality / service-oriented company
• An interest in Home Furnishings and/or the Interior Design industry
• Knowledge of or experience with other ‘trade only’ suppliers, textiles, wall coverings, and furniture expertise is not required but considered a plus