Customer Service Representative

• Review vendor order acknowledgments against internal purchase orders to ensure data accuracy
• Identify product, specification, and delivery inconsistencies
• Manage order changes involving quantities, finishes, or model numbers
• Process cancellations after verifying product customizability and shipment status, adjusting pricing and freight charges
• Coordinate with carriers and logistics providers to monitor shipments, obtain tracking information, and provide accurate ETAs
• Authorize returns and explain credit adjustments, return freight, and restocking fee policies
• Manage vendor and customer debit/credit adjustments
• Evaluate freight damage reports, request photographic evidence, and determine repair feasibility
• Process replacement orders, coordinate replacement part dispatches, and issue secondary labor orders when necessary
• File and track freight claims for shortages, refused deliveries, and damages
• Investigate product performance issues and distinguish manufacturing defects, normal wear and tear, and misuse
• Authorize warranty resolutions under company guidelines
• Maintain comprehensive order records, contact details, and case histories
• Use company and vendor websites to retrieve technical specifications and advise clients
• Serve as the central post-purchase point of contact, coordinating across Sales, Accounts Payable, Accounts Receivable, logistics partners, and freight carriers

• 2–4 years of demonstrated experience in customer support, order management, or logistics administration, preferably within the commercial or educational furniture sector
• Proven ability to exercise sound judgment, anticipate operational roadblocks, and independently resolve complex post-order issues with minimal oversight
• Exceptional verbal and written communication skills, paired with active listening and strong follow-up habits
• Ability to handle delicate customer situations with composure and tact, instilling confidence in product quality and commitment to service excellence

• Work remotely
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms