Customer Support Representative

Key Responsibilities

We are seeking a proactive, empathetic, and detail-oriented Customer Support Representative to join our team. In this role, you will take ownership of the post-purchase customer lifecycle, serving as the central point of contact once purchase orders are transmitted to our vendors. You will bridge operations across Sales, Accounts Payable, Accounts Receivable, logistics partners, and freight carriers to ensure seamless order execution, issue resolution, and exceptional customer satisfaction.

• Order Validation & Discrepancy Auditing: Review vendor order acknowledgments against internal POs to ensure absolute data accuracy. Proactively identify product, specification, or delivery inconsistencies (e.g., mismatched sizing for specific grade levels or missing liftgate requirements for large shipments).
• Order Modifications & Cancellations: Manage change requests for quantities, finishes, or model numbers due to customer preference or product availability. Process order cancellations after verifying product customizability and shipment status, adjusting pricing and freight charges accordingly.
• Shipment Tracking & Logistics Support: Coordinate directly with carriers and logistics providers to monitor transit status, obtain tracking information, and deliver accurate ETAs to customers and installation teams.
• Returns & Claims Administration: Authorize returns and clearly explain credit adjustments, including return freight and restocking fee policies—advocating for fee waivers whenever possible. Manage full vendor and customer debit/credit adjustments.
• Damage Assessment & Replacement Management: Evaluate freight damage reports against policy timeframes, request photographic evidence, and determine repair feasibility. Process replacement orders, coordinate replacement part dispatches, and issue secondary labor orders for installations when necessary.
• Freight Claims Processing: File and track freight claims for shortages, refused deliveries, and noted or concealed damages based on delivery receipt documentation.
• Warranty & Defect Evaluation: Investigate product performance issues to distinguish between manufacturing defects, normal wear and tear, and misuse. Authorize resolutions under company warranty guidelines, exercising strategic flexibility for high-priority accounts.
• Cross-Functional Communication & Documentation: Maintain comprehensive order records, documenting contact details and case histories to ensure seamless cross-departmental visibility. Utilize company and vendor websites to retrieve technical specifications and advise clients.

Requirements

Professional Experience: 2–4 years of demonstrated experience in customer support, order management, or logistics administration, preferably within the commercial or educational furniture sector.

Problem-Solving & Autonomy: Proven ability to exercise sound judgment, anticipate operational roadblocks, and independently resolve complex post-order issues with minimal oversight.

Client-Centric Communication: Exceptional verbal and written communication skills, paired with active listening and strong follow-up habits.

Empathy & Brand Advocacy: Ability to handle delicate customer situations with composure and tact, instilling confidence in our product quality and commitment to service excellence.

Benefits

• 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
• Did we mention it's REMOTE?!!