Customer Service Representative - Fabric, Trim & Wallcoverings

Kravet LLC; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Kravet LLC is seeking a Customer Service Representative to handle day-to-day customer interactions and order management across fabric, trim, and wallcovering lines. You will support inquiries, process orders, and resolve issues while maintaining strong product knowledge across brands.

The role requires excellent communication, rapid learning, and the ability to work remotely in a fast-paced luxury-brand environment. Prior experience in home furnishings is a plus.

Qualifications

• High school diploma or equivalent.
• 2+ years in a customer service role.
• Remote history in a contact center environment is preferred.
• Experience with luxury brand retailer or hospitality/service company is a plus.
• Interest in home furnishings/interior design.
• Familiarity with textiles, wall coverings, and furniture is a plus.

Responsibilities

• Handle inquiries regarding product specs, pricing, availability, and inventory levels.
• Manage end-to-end order processes: entry, changes, and proactive follow-up.
• Resolve difficult customer situations with professionalism.
• Balance customer satisfaction with company interests.
• Provide inter-departmental support as needed.
• Maintain product knowledge across brands and collections.
• Communicate with customers via phone and email in a contact center setting.
• Adhere to company policies and procedures.

Skills

Superior communication

Google Suite

Detail oriented

Time management

Team player

Multi-tasking

Remote work experience

Customer service mindset

Education

High school diploma or equivalent

Tools

Google Workspace

CRM system

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