Furniture & Fabric Claims Representative

The Opportunity:

The Furniture and Fabric Claims Representative investigates, evaluates, and resolves product and installation claims for fabrics, trims, and wall coverings. Serves as the primary liaison between clients, Purchasing, and installers to ensure accurate flaw assessments, fair vendor accountability, and swift, high-satisfaction resolutions.

• Serve as the single point of contact for sellers and customers who report a claim with their delivered and applied/installed Fabric, Trim, or Wallcovering order.

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

• Assess photographic evidence, physical samples, and technical reports for material defects, shade variations, pattern misprints, and physical damage across all three product lines.

• Determine liability and authorize remedies—including returns, remakes, field repairs, or labor allowances—in accordance with company policies and vendor warranty guidelines.

• Collaborate with sales reps, Purchasing (mill vendors), and professional installers to de-escalate customer concerns and clarify installation specifications.

• Coordinate transportation and service provider scheduling to support timely claim resolution.

• Adhere to Furniture Customer Service processes and procedures.

• Participate in Furniture Customer Service department meetings and ongoing training.

• Perform any other duties as assigned by Manager/Supervisor/Lead.

• Balance customer satisfaction with company policies and financial interests.

• Handle escalations, credits, RMAs, and accommodations decisions with sound judgment.

• Support financial operations through accurate order entry, billing, and application of discounts.

• Strong customer service orientation with clear, professional communication.

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

• Knowledge of cross-department workflows (Operations including Claims, Credit, Purchasing, Showrooms, etc.).

• Critical thinking and problem-solving with a focus on efficiency and seller outcomes.

• High attention to detail, organization, and follow-through.

• Ability to multi-task and adapt to changing priorities.

• Collaborative, team-oriented mindset with a positive, professional attitude.

• Solid organizational and time management skills.

• Comfort working in a fast-paced, contact center environment with measurable performance goals.

• Ability to troubleshoot for solutions before escalating.

• Ability to remain open minded and agile when new business decisions change a process or procedure.

• High School Diploma or equivalent.

• A minimum of 3 years experience in Customer Service claims.

• Worked with luxury brands.

Pay Range: $50,000-$58,000

This job posting contains a pay range, which represents the range of salaries or hourly rates that Kravet 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 consider paying a salary or rate near the higher end of the range.

• Health & Wellness:
  Comprehensive medical, dental, and vision insurance.

• Retirement: 401(k) with company matching.

• Generous PTO:
  Paid vacation, wellness days, and holidays.

• Employee Discount

• Work-Life Balance:
  Standard Monday–Friday schedule.

Joining Kravet means becoming part of a fifth-generation family-led business that has evolved from a small fabric house into a…