Customer Service Intern – Customer Experience

About the Role

Allforwood is hiring a Customer Service Intern to join our Customer Experience team serving U.S. customers. We make solid wood furniture and run factory to door, so Customer Experience here is not a queue to clear: it sees the whole journey, from the question before the order to the reason someone does or does not buy again.

Working alongside the team, you will handle defined case types across the customer journey and support our recurring reporting, building a structured foundation for a career in cross-border e-commerce and customer experience.

Position

·       Title: Customer Service Intern – Customer Experience

·       Working model: Onsite Monday–Friday; one rotating weekend day work from home

·       Working hours: 08:00–12:00 & 13:30–17:00, Monday–Friday; one rotating weekend day (remote)

·       Commitment: Full-time, minimum 3 months

·       Training: factory visits to Binh Duong during training, with company transport

Job Description

Across the Customer Journey

• Pre-purchase Support: answer customer questions on every channel we sell on (dimensions, wood, lead times, whether a frame fits the mattress a customer already owns)
• Order Follow-up: follow orders after shipment and reach the customer first when something is late or wrong
• Case Ownership: stay on each case through delivery, assembly and any replacement, until the customer confirms it is done

Case Resolution

• Root Cause: work out what actually went wrong before deciding what to do about it
• Evidence Gathering: collect what is needed from the customer (photos, order details) to support the proposed outcome
• Escalation: know the limit of what you can decide on your own, and hand up cases that sit above it to the team

Reporting & Improvement

·       Case Logging: record every case so patterns show (which product, which component, which step of the journey failed)

·       Reporting Support: help run the recurring CX reports using existing templates and trace each number back to source

·       Feedback Loop: help prepare evidence on repeat failures for production and operations, so issues get fixed once instead of answered fifty times

·       Support Tooling: use our support tools and flag where automated replies get it wrong

What We Offer

·       Full training on case handling, the product range and assembly documentation, marketplace policies channel by channel, and our reporting; none of it is needed on day one

·       Hands-on work on real U.S. customer cases across our website and marketplaces

·       Internship allowance based on demonstrated ability, agreed after the interview

·       Equipment and internet allowance

·       Factory time in Binh Duong during training, transport arranged

·       The right to propose improvements to support processes and automated reply rules

·       In-depth exposure to the U.S. market and the furniture industry

·       Office Location: Han’s Building, 564 Vo Nguyen Giap Street, Thu Duc City, Ho Chi Minh City

Before You Apply

This role is contracted through our U.S. entity and is not structured under Vietnamese labour law, so statutory benefits including social and health insurance are not part of the package, and you handle your own tax and insurance. We would rather you know this now than at offer stage.

Allforwood is a fast-growing online furniture brand in the U.S., developed by Hoang Thong Wood—one of Vietnam’s leading manufacturers of Wood Finger-jointed Panels and Indoor Export Furniture.

Backed by a fully integrated manufacturing platform, Allforwood operates across multiple online channels, including its own website and major marketplaces such as Amazon, Wayfair, and Walmart—delivering high-quality solid wood products to customers nationwide.

As a strategic initiative of Hoang Thong, Allforwood represents a new generation of Vietnamese brands expanding globally, with a strong focus on e-commerce growth and long-term brand building in the U.S. market.

Requirements

Must-have

·       4th year student or fresh graduate in Business, E-commerce, English, International Business or a related field

·       Empathy: able to read what a frustrated customer actually needs, which is often not the thing they asked for

·       Strong English reading comprehension: understand American English accurately, including tone, nuance and what is implied

·       Customer-centric: judge a decision by what it does to the customer’s experience, not by what closes the case fastest

·       Data-minded: basic Excel / Google Sheets; able to read a simple report, spot a trend and change your mind when the numbers disagree

·       Transparent and honest: tell the customer what is actually true, and tell the team when something went wrong on your side

·       Careful and detail-oriented: a wrong order number costs money, and a marketplace message cannot be unsent

·       Available six days a week (five weekdays plus one rotating weekend day from home), and able to visit the factory in Binh Duong during training

·       Able to commit full-time for at least 3 months

Preferred

·       No prior experience required; candidates who have explored cross-border e-commerce or U.S. customer service are prioritised

·       Basic understanding of marketplace seller policies (Amazon, Wayfair, Walmart)

·       Basic SQL, or any no-code database or dashboard tool

·       Interest in furniture, home living, or the U.S. consumer market