Customer Service Representative

Role Overview

Location: Trumbull, CT, on site

Department: Customer Service

Reports To: Customer Service Manager

Role Type: Full-time, client-facing service and order operations

Compensation: $55,000 to $65,000 per year

About Interlude Home

Interlude Home is a fashion-inspired luxury furniture brand. We design and produce upholstery in our own Virginia factory, COM specialists known for curved sectionals, custom beds, and statement seating.

Our collections span bedroom, dining, living, and decor. We sell through interior designers, retail trade

partners, partner dealers, and wholesale accounts, and our pieces reach end clients through the designers and trade professionals who specify them. Showrooms in New York, Miami, Stamford, and High Point. We are growing, and the experience our clients have after they place an order is a big part of how we get there.

Your Role

You are the person they trust to get it right. Designers and partners call and email with orders, questions, and problems, and you own each one from first contact through resolution. A significant part of this role is delivering concierge-level service: responsive, warm, and informed enough about our products to answer real questions about materials, dimensions, and lead times. Equally important is precision behind the scenes: entering and releasing orders accurately, tracking them through to delivery, and keeping clients ahead of every update, delay, or backorder before they have to ask.

You will work closely with Sales, Operations, Warehouse, Logistics, and Accounts Receivable, and you are often the person who connects them on a client’s behalf. When something goes wrong, you find the root cause, drive it to resolution, and make sure the client feels taken care of the whole way through. We provide training on our products and systems. Ownership of the client experience is yours.

What You Will Be Doing

Client Experience

• Serve as the primary point of contact for clients via phone and email
• Deliver professional, personalized, concierge-level service in every interaction
• Build lasting relationships through responsiveness, empathy, and product expertise

Order Management

• Enter, review, and process orders accurately and efficiently
• Release orders based on requested ship dates, inventory availability, and fill rates
• Monitor order progress and proactively communicate shipping updates, delays, and backorders
• Assist clients with order modifications, tracking requests, and delivery inquiries

Problem Resolution

• Resolve client concerns by finding the root cause, determining the right solution, and following through to resolution
• Process product claims, Return Material Authorizations (RMAs), and replacement orders
• Coordinate across internal departments so issues get resolved promptly, and work with Accounts Receivable on payment issues and accounts on hold

Product and Sales Support

• Develop deep knowledge of our products, features, materials, dimensions, and shipping requirements
• Answer client and sales rep questions on products, pricing, availability, and order status
• Support clients during warehouse sales and special events

Records and Team Coordination

• Maintain accurate client records and document interactions and resolutions
• Collect client feedback and flag recurring issues and improvement opportunities to management
• Collaborate with Sales, Operations, Warehouse, and Logistics to keep the client experience seamless

What Success Looks Like

• In the first 90 days, you know the product line and systems well enough to handle most calls and emails without escalating
• By month six, you own your desk end to end, and sales reps and clients treat your answers as the source of truth on order status
• Orders you enter and release are accurate, and clients hear about delays and backorders from you before they think to ask
• Claims and RMAs move through to resolution without the client having to follow up twice
• Recurring issues reach management with enough detail to fix the pattern, not just the case
• Clients mention the service, not just the product, when they talk about Interlude Home

What We Are Looking For

• At least 2 years in customer service, order management, or a related client-facing role
• Experience in furniture, interior design, luxury goods, manufacturing, or wholesale distribution is a strong plus
• Outstanding verbal and written communication, with the listening skills to understand what a client actually needs
• High attention to detail and accuracy, especially in order entry and release
• Real problem-solving instincts and the follow-through to close the loop every time
• The organization to juggle multiple open issues in a fast-paced environment without dropping any
• Strong computer proficiency, including Outlook, Excel, and Word; high school diploma or equivalent required, degree preferred
• A genuine appreciation for the product and the design trade. You are the voice of a custom furniture brand to the people who specify it, and you need to care about it
• High school diploma or equivalent required. Associate's or Bachelor's degree is preferred.

Who Thrives Here

• People who take ownership of a problem and stay with it until it is actually resolved
• Naturally organized people who keep every open order and issue tracked without being chased
• Someone warm on the phone and precise in the system, and equally good at both
• Team players who move easily between Sales, Operations, and Logistics to get clients what they need
• Someone who genuinely lights up talking about the pieces, because clients can hear it