Showroom Customer Service

Kravet Inc. has been named one of Deloitte’s Best Managed Companies, and is Great Place To Work certified!

Position Summary:

The Customer Service Associate plays a key role in handling day-to-day customer interactions and order management as related to fabrics, trimmings, and wall coverings across all Kravet, Inc brands.

ESSENTIAL FUNCTIONS:

• Extensive phone and email communication with customers, showroom team, outside sales representatives and internal company departments

• Respond to general inquiries regarding product specifications, pricing, availability, and inventory levels, along with web help and chat support

• Order management: initial review and entry, changes to existing orders, and proactive follow-up, including sample requests and product returns

• Provide inter-departmental support to other business areas as necessary

• Maintain familiarity with product lines and collections, across all brands

• Follow company policies and procedures

PRIMARY JOB RESPONSIBILITIES & EVALUATION FACTORS:

• Usually the first to answer phones

• Often serve as showroom greeter, taking customers to their first point of interest and demonstrating memo scanners

• Tracking Weekly Oracle Open Orders and Shipments report in order to:

  • Follow-up on expiring CFAs (approving, extending, re-entering orders)

  • Contact customers about order holds (prohibiting order from shipping)

  • Request payment for Proforma orders

• Order maintenance

  • Order entry

  • Order tracking and follow-up (in response to regular customer and seller inquiries)

  • Notating / updating all orders throughout the day (typically must be done in real-time; it’s not an activity that can be entered at the end/beginning of each day)

  • Applying / releasing holds on orders

  • Emailing corporate departments for internal inquiries (CSV, Purchasing, Warehouse desks)

  • Applying payments to orders

  • Fabric claim management (returns and RMAs)

  • Requesting refunds

  • Sales tax inquiries

  • Send checks to Kravet Headquarters with attached documentation after they are applied to orders

  • Maintain correspondence with corporate fabric departments on orders, backorders, shipments

  • Communicate with sales associates regarding changes/updates to orders

  • Work with showroom manager on sales and inventory reports

  • Assist on sales floor, in sample room and with merchandising as needed

Requirements

• PC literate with proficiency in Microsoft Office and G Suite products, prior experience using Oracle or a similar EBS system is a plus
  
• Superior written and verbal communication skills
  
• 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
  
• Exercise critical thinking and use good judgment to balance customer satisfaction and the best interests of the company
  
• Take ownership of difficult and/or complicated situations as they arise, demonstrating professionalism at all times while working to resolve the matter at hand
  
• A friendly attitude with the ability to be a team player and stay self-motivated in a fast-paced environment
  

More About Kravet Inc.

The family’s commitment to innovation has helped the company transform from a small fabric house to a global leader, representing brands and designers from