Customer Service Representative (Wooden Furniture Industry)

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

• Education: Bachelor’s degree preferred (Business, International Trade, or related fields).
• 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
• 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.
• 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.
• 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.