Job Description
Description
The Furniture and Fabric Claims Representative investigates, evaluates, and resolves product and installation claims for fabrics, trims, and wallcoverings. Serves as the primary liaison between clients, Purchasing, and installers to ensure accurate flaw assessments, fair vendor accountability, and swift, high-satisfaction resolutions.
Key Responsibilities:
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.
Decision-Making/Scope/Financial Responsibilities:
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.
Abilities/Key Competencies/Skills:
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.
Requirements
High School Diploma or equivalent
A minimum of 3 years experience in Customer Service claims.
Worked with luxury brands