Implementation Specialist – Furniture

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

📋 Description

• Oversee post-sale furniture order processes, which include delivery, installation, scheduling, and resolving any issues that arise.

• Administer service orders using CFS, Salesforce, or similar internal platforms.

• Arrange and confirm delivery and installation appointments with customers, vendors, and third-party installation teams.

• Monitor product status, project timelines, cost information, labor purchase orders, and readiness for installation.

• Evaluate installation drawings against bills of material and address any discrepancies with the relevant teams.

• Relay customer instructions, site requirements, and service expectations to vendors and installation crews.

• Handle punch-list items, return trips, and service challenges by orchestrating corrective actions.

• Deliver status updates and progress reports to customers, sales partners, project management, and internal stakeholders.

• Maintain comprehensive documentation of order progress, communications, changes, and final results.

• Assist third-party vendors in using processes and tools to ensure accurate reporting and consistent implementation.

⛳️ Requirements

• High school diploma or GED is required.

• Minimum of 2 years of experience in customer service, logistics, project coordination, order management, administrative coordination, or a similar support role.

• Proficient in using Microsoft 365, Salesforce, CFS, or comparable business systems for managing orders, customer data, documentation, or workflow updates.

• Experience in furniture, installation services, or facilities coordination is preferred.

• Familiarity with supporting purchase orders, vendor coordination, freight management, labor quotes, or tracking service costs is preferred.

• Background in a B2B, distribution, operations, or sales support setting is preferred.

• Skilled in using Excel, reporting tools, or documentation processes for tracking project or order status is preferred.

• Strong organizational and project management skills with a keen attention to detail.

• Capability to manage multiple customer orders, partners, and timelines in a dynamic environment.

• Excellent and professional communication abilities.

• Problem-solving skills, including the capacity to assess issues, determine subsequent steps, and escalate when necessary.

• Ability to work independently and take ownership of tasks from initiation to completion.

• A customer-centric approach.

• Capacity to balance customer demands, vendor schedules, internal cost goals, and operational needs.

• Comfortable using email, phone, and business systems.

• A collaborative mindset when working with internal and external partners.

🏝️ Benefits

• An inclusive culture supported by associate-led Business Resource Groups.

• Flexible paid time off (22 days).

• Holiday schedule including 7 observed paid holidays.

• Discounts for online and retail purchases.

• 401(k) company match.

• Programs focused on physical and mental health wellness.