Showroom Customer Service Representative

Kravet has been selected as a 2024 US Best Managed Company for the fourth year in a row! Sponsored by Deloitte* Private and The Wall Street Journal, the program recognizes outstanding U.S. private companies and the achievements of their management teams. In addition, Kravet is proud to be Certified™ by Great Place To Work® for the third year in a row. The prestigious award is based entirely on what current employees say about their experience working at Kravet. This year, 87% of employees said it’s a great place To Work – 30 points higher than the average U.S. company.

Position summary:

The Customer Service Representative 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 brands.

Key responsibilities:

• Extensive phone and email communication with customers, showroom team, outside sales representatives and internal company departments. Usually the first to answer phones.

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

• 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.

• 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.

• 
  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.

• Pay range: $22.00 to $24.00 an hour (40 hour workweek)

  This job posting contains a pay range, which represents the range of salaries or hourly rates that Kravet Inc. believes, at the time of this posting, that it might be willing to pay for the posted job. Only where an external candidate has extensive experience, credentials, or expertise that far exceed those required or expected for the position, would Kravet Inc. consider paying a salary or rate near the higher end of the range.

  More about Kravet

  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 all over the world. Kravet owns Kravet, Lee Jofa, Groundworks, GP & J Baker, Brunschwig & Fils and Donghia— specializing in style, luxury and exceptional design. With locations in North America and worldwide, Kravet offers the highest level of customer service, quality products and web technology for today’s design professionals.

  At Kravet we value the different social identities that make us who we are. We are committed to a diverse and inclusive workplace that represents the many different cultures, experiences, and viewpoints that reflect our communities. Our promise is to be open to learning and to be an inclusive employer and partner, with thoughtful strategies and practices that amplify the different voices of our industry.

  This job description has been designed to indicate the general nature and level of work performance by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.