Customer Service Representative

Barrow Industries is a family-owned and operated company with a proud history dating back to 1945. We are a leading supplier of home furnishing upholstery fabrics, offering an extensive selection of designs, colors, and constructions to customers throughout the furniture and interior furnishings industry.

We are looking for an experienced, motivated Customer Service Representative to join our team. This is an important customer-facing role for someone who enjoys building relationships, solving problems, and taking ownership of customer needs from the initial order through delivery.

In addition to customer service responsibilities, this position will provide support for Accounts Receivable and Credit activities as needed, including payment application, customer account follow-up, credit decisions, and order releases. Customer service will remain the primary focus of the role.

If you are organized, responsive, professional, and thrive in a fast-paced environment, we would like to hear from you.

What You'll Do

• Serve as a primary point of contact for new and existing customers.
• Build strong, professional relationships with customers through responsive and knowledgeable service.
• Assist customers with placing orders, checking product availability, tracking shipments, and resolving customer-related questions.
• Serve as the lead customer service contact for key furniture customers.
• Work closely with Sales, Operations, Logistics, Accounting, and other departments to ensure customer needs are addressed quickly and accurately.
• Research and resolve customer issues, including order discrepancies, shipping concerns, product availability, billing questions, and other service-related matters.
• Handle customer escalations professionally and work toward practical solutions.
• Follow up on open issues to ensure they are resolved and the customer is satisfied.
• Maintain accurate customer, order, and account information in company systems.
• Work with Accounting and Credit to resolve account issues, follow up on outstanding balances, apply customer payments, assist with credit reviews and decisions, and with releasing customer orders in accordance with established company policies and approval guidelines, while maintaining positive customer relationships.
• Identify opportunities to improve the customer experience and internal processes.
• Perform other duties as needed.

What We're Looking For

• 3+ years of customer service experience, preferably in a call center, inside sales, order management, distribution, or manufacturing environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and follow-through.
• Professional, positive, and customer-focused attitude.
• Comfortable communicating with customers by phone and email, including discussions involving payments and account balances.
• Proficiency with Microsoft Office, including Outlook, Excel, and Word.
• Ability to work effectively both independently and as part of a team.
• Experience with furniture, textiles, manufacturing, distribution, or B2B customer service is a plus.

What Success Looks Like

The successful candidate will be someone customers can depend on. You will take ownership of questions and problems, communicate clearly, follow through on commitments, and work effectively with our internal teams to get things done.

This is more than simply answering phones. You will play an important role in maintaining the customer relationships and supporting the business operations that have helped Barrow Industries succeed for more than 80 years.

Work Location: In person

Pay: From $60,000.00 per year

Work Location: In person