Furniture & Fabric Claims Representative

The Opportunity:

The Furniture and Fabric Claims Representative investigates, evaluates, and resolves product and installation claims for fabrics, trims, and wallcoverings. Serves as the primary liaison between clients, Purchasing, and installers to ensure accurate flaw assessments, fair vendor accountability, and swift, high-satisfaction resolutions. 

Responsibilities:

• Serve as the single point of contact for sellers and customers who report a claim with their delivered and applied/installed Fabric, Trim, or Wallcovering order.

• Manage daily communications via phone and email through Zendesk with customers, Sales Support associates, vendors, service technicians, freight partners, and internal departments.

• Assess photographic evidence, physical samples, and technical reports for material defects, shade variations, pattern misprints, and physical damage across all three product lines.

• Determine liability and authorize remedies—including returns, remakes, field repairs, or labor allowances—in accordance with company policies and vendor warranty guidelines. 

• Collaborate with sales reps, Purchasing (mill vendors), and professional installers to de-escalate customer concerns and clarify installation specifications. 

• Coordinate transportation and service provider scheduling to support timely claim resolution.

• Adhere to Furniture Customer Service processes and procedures. 

• Participate in Furniture Customer Service department meetings and ongoing training.

• Perform any other duties as assigned by Manager/Supervisor/Lead.

Decision-Making/Scope/Financial Responsibilities:

• Balance customer satisfaction with company policies and financial interests.

• Handle escalations, credits, RMAs, and accommodations decisions with sound judgment.

• Support financial operations through accurate order entry, billing, and application of discounts. 

Abilities/Key Competencies/Skills:

• Strong customer service orientation with clear, professional communication.

• Proficiency in furniture quoting, order management, fabric sales processes, and analyzing reporting from internal and external partners. 

• Knowledge of cross-department workflows (Operations including Claims, Credit, Purchasing, Showrooms, etc.).

• Critical thinking and problem-solving with a focus on efficiency and seller outcomes.

• High attention to detail, organization, and follow-through.

• Ability to multi-task and adapt to changing priorities.

• Collaborative, team-oriented mindset with a positive, professional attitude.

• Solid organizational and time management skills.

• Comfort working in a fast-paced, contact center environment with measurable performance goals.

• Ability to troubleshoot for solutions before escalating. 

• Ability to remain open minded and agile when new business decisions change a process or procedure.

Qualifications

• High School Diploma or equivalent.

• A minimum of 3 years experience in Customer Service claims.

• Worked with luxury brands.

Compensation & Benefits:

Pay Range: $50,000-$58,000

This job posting contains a pay range, which represents the range of salaries or hourly rates that Kravet believes, at the time of this posting, that it might be willing to pay for the posted job. Only where an external candidate has extensive experience, credentials, or expertise that far exceed those required or expected for the position, would Kravet consider paying a salary or rate near the higher end of the range.

Additional Perks:

• Health & Wellness: Comprehensive medical, dental, and vision insurance.

• Retirement: 401(k) with company matching.

• Generous PTO: Paid vacation, wellness days, and holidays.

• Employee Discount

• Work-Life Balance: Standard Monday–Friday schedule.

Why Kravet?

Joining Kravet means becoming part of a fifth-generation family-led business that has evolved from a small fabric house into a global leader in the to-the-trade home furnishings industry. Kravet owns Kravet, Lee Jofa, Groundworks, GP & J Baker, Brunschwig & Fils, and Donghia—specializing in style, luxury, and exceptional design. With locations in North America and worldwide, Kravet offers the highest level of customer service, quality products, and web technology for today’s design professionals.

At Kravet, we value the different social identities that make us who we are. We are committed to a diverse and inclusive workplace that represents the many different cultures, experiences, and viewpoints that reflect our communities. Our promise is to be open to learning and to be an inclusive employer and partner, with thoughtful strategies and practices that amplify the different voices of our industry.

This job description has been designed to indicate the general nature and level of work performance by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.