Chaddock Furniture Workroom offers a diverse portfolio of truly customized furniture, upholstery, cabinets, hardware and lighting that can be crafted in weeks—and will last for generations. Passionate about process, our talented artisans not only create high-quality heirloom furnishings, we collaborate with designers, architects and homeowners to help craft enduring personal stories. Nearly 90 percent of Chaddock products are designed and made to order in Morganton, N.C. For more information, visit and follow us on Instagram @chaddockhome.

Job Overview

We are seeking a dynamic and experienced Customer Service Manager  to lead and develop a team of 6 customer service representatives. This role is pivotal in enhancing our customer experience, ensuring satisfaction, and maintaining our reputation for excellence. The ideal candidate will be a strategic thinker with a passion for customer service and team development.

Key Responsibilities

• Lead, mentor, and motivate a team of 6 customer service representatives to achieve team goals
• Provide ongoing training and professional development to enhance team performance and product knowledge
• Foster a positive and collaborative team culture that aligns with company values

A Day in the Life:

Client Services Tasks:

• Collaborate with Sales team on new orders relating to specific assigned territory
• Assist with quoting custom furniture
• Serve as primary point of contact for clients once an order is entered
• Develop strong personal relationships with each client to understand individual needs
• Respond to all emails within 24 hours
• Work cross-functionally with accounting and sales departments to process final payment on orders

Order Management Tasks:

• Gather pertinent information surrounding Client’s order – installation dates, details of project, limitations on due date, delivery preferences – and keep accurate records of all client interaction
• Monitor periodic order check points during production process, communicate with client regarding delays or changes to delivery date
• Utilize lead times to pro-actively communicate with clients frequently, anticipating potential issues or problems, and troubleshooting them in advance
• Understand client history as it relates to prior RA’s, shipping issues, delayed orders, to better serve client on current order

Warranty Tasks :

• Work with returns team to evaluate furniture issues
• Provide clients with solutions to warranty issues with urgency in a manner that favors the benefit of the client
• Acquire strong understanding of products including comprehension of construction, finish and distressing options, and custom capabilities
• 3-5 years of proven management experience

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

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• Interested candidates are invited to submit a resume to Susan Hicks at