Job Description

Role Overview

An established home furnishings company with deep roots in craftsmanship and design is seeking a highly organized, resourceful, and service-oriented Customer Operations Manager to oversee customer service, sales support, and day-to-day operational coordination. This position manages the customer service function while also handling vendor communication, purchase order flow, inventory accuracy, and select administrative tasks previously handled by the CFO.

The ideal candidate combines operational discipline with a genuine service mindset -- ensuring every designer, retailer, and vendor interaction reflects the professionalism, warmth, and heritage that define the company's reputation. Through thoughtful follow-up, sincere appreciation, and attentive communication, this person helps strengthen relationships and naturally drive additional sales opportunities.

Key Responsibilities

Customer Experience & Sales Support

Guide the customer service function and supervise the Customer Service Associate

Oversee all customer communication via phone and email with professionalism and care

Lead and manage Sales Orders (SOs) and Sales Invoices (SIs)

Ensure receiving and process customer payments accurately and reconcile related documentation

Provide product information, order status, and logistics updates to designers, retailers, and sales representatives

Strengthen customer relationships through consistent follow-ups, thank-yous, and proactive outreach that identify new sales opportunities and encourage repeat business.

Partner with the sales team to suggest complementary items, special offerings, or reorders based on customer history and preferences.

Vendor Coordination

Oversee creation and sending of Purchase Orders (POs) to vendors

Review and verify Proforma Invoices (PIs) for accuracy and terms

Track and schedule incoming containers, coordinating closely with logistics and warehouse teams

Assist with container receiving documentation and reconcile discrepancies

Support vendor communication and maintain organized records of shipments and documentation

Inventory & Product Management

Oversee, lead and create new inventory items in the ERP system

Maintain data integrity across product, pricing, and availability files

Oversee showroom inventory control and ensure tags and signage are accurate and current

Manage website-related product updates, including new item setup, images, and descriptions

Reconcile customer-facing inventories (partner platforms such as trade portals or marketplaces) with internal data

Support basic inventory analysis and reporting for leadership review

Cross-Departmental Support

Partner with accounting, warehouse, and sales to ensure accurate and timely flow of orders, shipments, and payments

Assist in documenting and refining SOPs to improve efficiency and consistency

Provide backup administrative or operational support for executive projects as assigned

"Other duties as assigned" by leadership to support the evolving needs of the business

Qualifications

3+ years experience in customer service, operations, or purchasing; home furnishings or design industry a plus

Proven experience managing or directing the workload of employees

Strong proficiency with Microsoft Office; ERP experience (Everest, NetSuite, or similar) preferred

Excellent attention to detail, follow-through, and problem-solving ability

Clear and professional communication style, both written and verbal

Comfort working in a fast-paced, hands-on environment with overlapping priorities

Strong sense of ownership, accountability, and discretion

About the Company

For more than four decades, this independent home furnishings company has built its reputation on heritage, craftsmanship, and care. The team serves designers, retailers, and trade partners across the country. This role sits at the heart of that mission -- connecting customers, vendors, and internal teams with precision and purpose while helping relationships grow through every interaction.

Pay: $60,000.00 - $75,000.00 per year

Benefits:

Health insurance Paid time off
Work Location: In person