Customer Service Proj. Mgr.

Ethan Allen Global Inc•Maiden, NC

About The Position

Leads the support and order-coordinating team, bridging the gap between clients, sales, and the production floor. Ensures the company delivers the highest level of customer service possible, which includes reviews of orders, processing of orders, production of orders, and the shipment of orders. Directs daily customer service operations, manages order fulfillment, and resolves escalated issues regarding furniture delivery, damage, or production delays. Supervises the customer service representatives, order processers, and warranty/claims specialists.

Requirements

Bachelor’s Degree or five (5) – seven (7) years of job-related experience with at least 2 years in a supervisory or manufacturing/industrial environment.
Proficiency in ERP/MRP software, JD Edwards, and Microsoft office.
Familiarity with furniture production cycles, lead times, freight shipping, and warranty policies.
Conflict resolution, cross-functional communication, time management, and adaptability under pressure.

Responsibilities

Prompt follow-up to customer inquiries from both corporate and retail.
Maintenance of technical support standards.
Participation on cross-functional improvement teams.
Training and development of staff to deliver a high standard of customer service.
Resolve complaints and order issues.
Analyze data and statistics.
Isolate and identify areas of improvement.
Work with management on customer service initiatives.
Interface with customers, corporate and retail via email and telephone calls.
Work directly with VP Upholstery Manufacturing- some interactions are highly confidential.
Member of Senior Management.
Team Leadership: Hire, train, mentor, and evaluate customer service staff to maintain high service standards.
Order Management & Production Coordination: Oversee the lifecycle of furniture orders from purchase entry to manufacturing to shipment.
Cross-Departmental Collaboration: Work closely with production, supply chain, quality control, and logistics to track order statuses and solve component shortages or custom-build delays.
Escalation & Claim Resolution: Handle complex or high-stakes complaints (e.g, freight damage, delayed custom upholstery, missing items, etc) and review returns, replacements, or service requests.
Process Improvement: Monitor customer service metrics (on-time calls and email responses and implement workflow improvements or reassignments when necessary. Cross training is crucial.