Furniture Parts and Claims Customer Service Representative

Furniture Parts and Claims Customer Service Representative

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

Pay Range: $22.00-$25.00 DOE

Job Summary The Furniture Parts and Claims Customer Service Representative is responsible for assisting customers with furniture parts requests, warranty claims, damage reports, and product-related inquiries. This role serves as the primary point of contact for customers, retailers, delivery teams, and internal departments to ensure timely resolution of issues while delivering exceptional customer service.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and other communication channels.
• Process furniture parts orders and replacement requests.
• Review and manage warranty and damage claims according to company policies.
• Verify product information, purchase records, and claim documentation.
• Coordinate with warehouses, manufacturers, and shipping providers to fulfill replacement parts.
• Track claim status and provide customers with regular updates.
• Investigate product defects, shipping damages, and missing components.
• Maintain accurate records of customer interactions, claims, and resolutions in the company database.
• Collaborate with sales, logistics, quality control, and service departments to resolve customer concerns.
• Ensure compliance with company policies, warranty guidelines, and service standards.
• Identify recurring product issues and communicate findings to management for continuous improvement.
• Meet established productivity, response-time, and customer satisfaction goals.

Position Requirements

Required

• High school diploma or equivalent.
• 1–3 years of customer service experience.
• Strong communication and problem-solving skills.
• Proficiency with Microsoft Office and customer relationship management (CRM) systems.
• Ability to multitask and manage a high volume of customer requests.
• Strong attention to detail and organizational skills.

Preferred

• Experience in furniture, home furnishings, manufacturing, logistics, or warranty claims.
• Knowledge of furniture construction, parts identification, and assembly processes.
• Experience processing warranty claims and service requests.

Skills

• Customer service excellence
• Conflict resolution
• Data entry accuracy
• Time management