Furniture and Fabric Claims Representative

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Conduct thorough investigations, evaluations, and resolutions of product and installation claims related to fabrics, trims, and wallcoverings.

• Act as the primary point of contact for sellers and customers who are reporting claims.

• Manage daily communications through phone and email using Zendesk with customers, Sales Support associates, vendors, service technicians, freight partners, and internal departments.

• Evaluate photographic evidence, physical samples, and technical reports to identify material defects, shade variations, pattern misprints, and physical damage.

• Establish liability and authorize returns, remakes, field repairs, or labor allowances in accordance with company policies and vendor warranty standards.

• Collaborate with sales representatives, Purchasing, mill vendors, and professional installers to address concerns and clarify installation specifications.

• Organize transportation and service provider scheduling to ensure timely resolution of claims.

• Follow Furniture Customer Service processes and procedures strictly.

• Engage in department meetings and ongoing training sessions.

• Manage escalations, credits, RMAs, and accommodation decisions.

• Assist in financial operations by ensuring accurate order entry, billing, and the application of discounts.

• Fulfill additional duties as assigned by the Manager/Supervisor/Lead.

⛳️ Requirements

• High School Diploma or an equivalent qualification.

• At least 3 years of experience in Customer Service claims.

• Experience working with luxury brands.

• Strong customer service orientation with effective, professional communication skills.

• Proficiency in furniture quoting, order management, fabric sales processes, and analyzing reports from both internal and external partners.

• Understanding of cross-department workflows, including Claims, Credit, Purchasing, and Showrooms.

• Strong critical thinking and problem-solving abilities.

• High attention to detail, excellent organizational skills, and consistent follow-through.

• Capable of multi-tasking and adapting to shifting priorities.

• Solid organizational and time management capabilities.

• Comfortable working in a fast-paced contact center environment with measurable performance objectives.

• Able to troubleshoot for solutions prior to escalating issues.

• Open-minded and adaptable to changes in processes or procedures based on new business decisions.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid vacation, wellness days, and holidays.

• Employee discount program.

• Standard Monday–Friday work schedule.