About the company 

Burton James, recognized for its high-quality custom seating and home furnishings, is a privately owned, founder-led company with a fast-paced, entrepreneurial culture. We design, sell, and distribute luxury custom seating to interior designers and boutique/luxury retailers around the world.

About the Role

Burton James seeks an Upholstery Account Manager to join our Front Office team and manage the complete lifecycle of our custom upholstered furniture orders. As the primary point of contact for customers and sales representatives, you will guide each project through its many stages, from initial quotation and order placement through production release to successful completion. Success in this role requires exceptional organization, attention to detail, and ongoing collaboration with customers, production, and other internal teams. By coordinating the many moving parts of each project through proactive communication, you will help ensure every order is completed successfully and on time while delivering an outstanding customer experience.

What you will do:

Quotation & Project Development

· Prepare and revise quotations for custom upholstered furniture projects for interior designers and trade showroom partners.

· Review specifications, pricing, dimensions, fabrics, finishes, cushions, and other project details for accuracy.

· Provide technical guidance and develop practical solutions for custom requests by collaborating with customers, sales representatives, and internal teams.

Order Management & Production Release

· Convert approved quotations into customer orders while ensuring all project details are complete and accurate.

· Coordinate deposits, COM fabrics, approvals, shop drawings, and other production requirements prior to order release.

· Review every order for completeness and accuracy before releasing it to production.

· Coordinate customer revisions and resolve discrepancies with internal teams throughout the pre-production process.

· Identify potential issues proactively to prevent production delays and ensure a smooth transition to manufacturing.

· Manage multiple custom upholstered furniture projects simultaneously while meeting established deadlines and maintaining exceptional attention to detail.

Production Support & Customer Communication

· Serve as the primary point of contact for customers and sales representatives throughout the production process.

· Coordinate timely customer decisions in response to production questions, specification clarifications, and proposed solutions to keep projects moving.

· Provide proactive communication to customers regarding project status, estimated completion timelines, and any updates that may impact delivery.

· Ensure all approved changes are clearly communicated and accurately documented throughout the production process.

· Build and maintain positive working relationships with customers, sales representatives, and internal teams.

Project Completion & Delivery Support

· Coordinate with the Logistics and Accounting teams to support final payment, shipment readiness, and successful order delivery.

· Continue serving as a trusted resource for customers through delivery by providing proactive communication and assisting with the coordination of damage claims, repairs, and other post-delivery service needs.

· Demonstrate ownership and accountability for every project from quotation through completion.

· Maintain a thorough understanding of Burton James products, construction methods, materials, and manufacturing processes.

· Identify opportunities to improve processes, enhance the customer experience, and support the continued success of the Front Office team.

· 3+ years of experience in customer service, account management, project coordination, or a related role.

· Strong written and verbal communication skills with a professional and customer-focused approach.

· Exceptional organizational skills with the ability to manage multiple priorities simultaneously.

· Proficiency in Microsoft Office, including Outlook, Word, and Excel.

Preferred Experience

· Experience in the custom upholstered furniture industry is strongly preferred.

· Working knowledge of furniture construction, COM fabrics, finishes, cushions, and custom product specifications.

· Experience supporting interior designers, sales representatives, or design trade showroom partners.

· Ability to communicate in both English and Spanish is a plus.

What we can do for you:

• Play a pivotal role in our company’s transformation and growth
• Align with a growing company that operates in the luxury market
• Provide training and career development opportunities
• Enjoy a high-paced and collaborative work environment
• Eligible for up to a 6% employer 401(k) contribution following six months of employment
• Take advantage of paid time off away from work, including scheduled company holidays
• Participate in competitive benefits and incentivizing programs
• Team building company sponsored events
• Employee discount and bi-annual sample sale

Compensation:

Starting base pay: $27.00 - $32.00 per hour. Exact compensation may vary based on skills, experience, and location.