Furniture Order & Service Project Manager

Colonial Group; Maiden (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Colonial Group in the United States seeks a Senior Customer Service Manager to lead the support and order-coordinating team, bridging clients, sales, and production.

You will oversee the full order lifecycle from entry to shipment, resolve escalated issues such as delays or damages, and drive continuous improvement with cross-functional teams.

This leadership role reports to senior management and requires hands-on coaching, data analysis, and a focus on delivering exceptional service.

Qualifications

• Bachelor’s Degree or 5–7 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.

Responsibilities

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

Skills

ERP/MRP proficiency

JD Edwards

Microsoft Office

Conflict resolution

Cross-functional collaboration

Leadership

Education

Bachelor’s Degree or 5–7 years supervisory/manufacturing experience

Tools

JD Edwards

ERP/MRP software

Microsoft Office Suite

Job description

Colonial Group in the United States seeks a Senior Customer Service Manager to lead the support and order-coordinating team, bridging clients, sales, and production.

You will oversee the full order lifecycle from entry to shipment, resolve escalated issues such as delays or damages, and drive continuous improvement with cross-functional teams.

This leadership role reports to senior management and requires hands-on coaching, data analysis, and a focus on delivering exceptional service.