Company Overview:
Vivet Inc has a portfolio of luxury furniture brands; A.R.T., Caracole, Jonathan Charles, and Rowe Furniture. The company is based in High Point & Greensboro NC. Markor International is a partner.
Job Summary:
Are you energized by solving problems and building relationships that keep customers coming back? As the Customer Care Specialist for the A|R|T & E-Commerce team, you'll be a trusted point of contact for customers, retail partners, and internal teams — guiding orders across the full lifecycle, from entry through shipping to final-mile delivery and follow up, across both traditional wholesale and digital commerce channels.
You'll provide order status updates, product information, and clear, proactive communication while serving as a liaison between customers, sales representatives, online retail partners, warehouse, carriers, factory, and internal departments including claims-parts, credit, supply chain, and logistics. You'll resolve questions and issues courteously and promptly, or route them to the right person when needed. You'll also take the lead on servicing A|R|T's Special/VIP Accounts — such as Wayfair and Macy's — owning those relationships from beginning to end. Beyond core order and account support, you'll also lend your energy to A|R|T's Sales and Marketing teams during slower or down periods, and roll up your sleeves twice a year to help the Brand put its best foot forward at Furniture Market — a great opportunity to broaden your skills and make an impact across the brand.
Duties and Responsibilities:
- Accurately process and manage customer and e-commerce orders received via email, fax, EDI, FurnishWeb, online portals, Market tracking systems, and other digital platforms.
- Perform order entry and updates in SAP, including confirmations, tracking, status changes, and system-generated order updates.
- Verify product availability, pricing, discounts, promotions, billing and shipping details, freight terms, and credit status prior to release; notify customers of any discrepancies or issues.
- Monitor order flow to meet service level agreements and fulfillment timelines across wholesale and e-commerce channels.
- Provide proactive, timely communication regarding order status, backorders, shipment updates, and delivery scheduling.
- Serve as a liaison between customers, sales representatives, online retail partners, warehouses, carriers, factory, and internal departments to resolve order and shipment issues.
- Own the full-cycle servicing of Special/VIP Accounts (e.g., Wayfair, Macy's), managing every touchpoint from initial order entry through final resolution and delivery.
- Research and resolve order-related discrepancies, including entry errors, shipping issues, carrier delays, damage claims, and return requests.
- Escalate complex or high-impact issues to the Customer Care Supervisor as appropriate.
- Document customer interactions and resolutions in accordance with departmental standards.
- Identify and recommend process improvements that enhance speed, accuracy, and the overall customer experience.
- Provide flexible support to A|R|T's Sales and Marketing teams during slower or down periods, assisting with projects and initiatives as business needs arise.
- Assist the Brand during Furniture Market preparations and events, held twice a year, helping ensure a successful showing — including showroom setup and tagging, preparing sales materials, and other support as needed.
- Perform additional duties as required.
Qualifications:
Required
- Experience in customer service, order management, or e-commerce support.
- Proven ability to build and maintain professional customer relationships, resolving questions and concerns promptly and courteously.
- Strong attention to detail; able to manage high-volume orders across multiple channels.
- Effective written and verbal communication skills.
- Ability to multitask and prioritize in a deadline-driven environment.
- Proficiency in ERP systems (SAP preferred) and online order platforms.
- Strong collaboration skills across Team Members, management, and departments such as credit, supply chain, and logistics.
Preferred
- Experience managing orders, returns, records, and issue resolution across wholesale and digital/e-commerce environments.
- Experience supporting retail partners or omnichannel environments.
- Experience in a growth-oriented or multi-brand organization.
- Strong organizational skills; able to maintain accurate files, manage time responsibly, and keep management informed.
Job Type: Full-time
Pay: $20.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Ability to Relocate:
- Greensboro, NC 27409: Relocate before starting work (Required)
Work Location: In person
