Customer Service Representative (Wooden Furniture Industry)

Job Description

Job Summary

We are seeking an experienced Customer Service Representative with a strong background in the wooden furniture industry. The CSR will be responsible for handling customer inquiries, processing orders, coordinating with production and logistics teams, and ensuring customer satisfaction. The ideal candidate will have knowledge of wooden furniture products, finishes, materials, and export procedures, as well as experience in managing customer expectations for both domestic and international clients.

Key Responsibilities

Customer Communication & Support

• Serve as the main point of contact for customers regarding wooden furniture orders, specifications, finishes, and custom requests.
• Provide technical knowledge and guidance about wood types, finishing options, durability, and care instructions.
• Handle inquiries, complaints, and feedback professionally to maintain strong client relationships.

Order Processing & Coordination

• Receive and process purchase orders, ensuring accuracy of specifications (dimensions, materials, colors, finishes).
• Liaise with the production team to confirm feasibility, lead times, and any special requirements.
• Monitor order status and proactively update customers on progress, production schedules, and delivery timelines.

Logistics & Documentation

• Coordinate with shipping/logistics providers to ensure on-time delivery and proper packaging for wooden furniture.
• Prepare necessary documentation (invoices, packing lists, certificates, export documents).
• Assist with after-sales service, warranty claims, or replacement requests.

Quality & Customer Feedback

• Ensure customer specifications are met before shipment by coordinating with quality control teams.
• Collect and analyze customer feedback to improve service and product quality.
• Work closely with design and sales teams to recommend improvements based on customer trends and concerns.

Job Requirement

Qualifications

• Education: Bachelor’s degree preferred (Business, International Trade, or related fields).
• Experience:
  • Minimum 2–3 years in customer service, preferably in the wooden furniture, interior design, or manufacturing industry.
  • Familiarity with international trade/export documentation is an advantage.
• Skills:
  • Strong knowledge of wooden furniture materials, finishes, and production processes.
  • Excellent communication skills in English (both written and spoken); additional languages are a plus.
  • Proficiency in MS Office, ERP/CRM systems.
  • Strong problem-solving, organizational, and time management abilities.

Core Competencies

• Customer-oriented with high attention to detail.
• Ability to manage multiple orders/projects simultaneously.
• Professional, patient, and proactive in handling client issues.
• Team player with cross-departmental coordination skills.

Working Conditions

• Office-based with regular interaction with factory/production teams.
• May require occasional visits to customer sites, trade shows, or furniture exhibitions.
• Standard working hours; flexibility required during peak production or export schedules.