Benefits:

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Position Overview We are seeking a sharp, energetic, and solutions-driven leader to oversee a small team of Customer Service Associates. This role is responsible for mastering all aspects of customer service across multiple e-commerce marketplaces and wholesale channels, ensuring a consistent, high-quality customer experience across all touchpoints.

The ideal candidate will serve as both a hands-on leader and a subject matter expert, with deep knowledge of product components across our furniture lines. This individual will develop clear guidelines, standards, and processes that elevate team performance and support both direct-to-consumer and wholesale partner relationships.

We’re building a team of driven, high-performing professionals within a growing furniture company, and this role is key to shaping that foundation.

Supervisory Responsibilities

Monitor and audit phone, email, chat, marketplace, and wholesale partner interactions to ensure quality, consistency, and adherence to company standards

Train, coach, and develop Customer Service Representatives across performance metrics, product knowledge, and communication skills for both e-commerce and wholesale support

Provide regular feedback and insights to leadership on team performance, customer trends, and wholesale partner feedback

Conduct performance evaluations and support recruiting, interviewing, and onboarding of new team members

Develop and maintain customer service policies, SOPs, and best practices across all sales channels

Oversee team productivity, accuracy, and overall quality of work

Make customer-focused decisions that align with company goals, brand standards, and wholesale partner expectations

Customer Service Responsibilities

Provide direct support to customers and wholesale partners across e-commerce platforms, email, chat, and phone

Act as escalation point for complex or sensitive customer and wholesale account issues

Manage returns, replacement parts, damage claims, and general inquiries for both individual customers and wholesale accounts

Accurately process customer and partner requests, resolving issues in a timely and professional manner

Research and coordinate replacement parts and order resolutions across all channels

Track order status and communicate updates clearly to customers and wholesale partners

Handle complaints with professionalism, offering effective solutions and alternatives

File and manage damage claims with carriers

Perform additional duties as needed to support customer satisfaction and operational efficiency

Qualifications

2+ years of leadership or supervisory experience preferred

3+ years of customer service experience, ideally within e-commerce and/or wholesale environments

Strong understanding of online marketplaces and wholesale account management

Experience with customer service platforms such as eDesk or Zendesk

Proficient in Microsoft Office and general business systems

Strong organizational and email management skills

Detail-oriented with a focus on accuracy and quality

Excellent verbal and written communication skills