Customer Experience & Product Support Coordinator

The Customer Experience & Product Support Coordinator supports the Customer Experience team by providing product knowledge, coordinating product-related inquiries, maintaining product support resources, and assisting with customer follow-up and operational processes.

This role serves as an important communication link between the Customer Experience team and the Product Engineer, helping ensure product questions, concerns, and recurring issues are properly documented, routed, and resolved. The coordinator will develop working knowledge of James & James Furniture and Ralph Spear product lines and communicate approved product information to support accurate and consistent customer responses.

In addition to product support, this position manages the sample and touch-up kit programs, assists with furniture receiving and organization, and supports shipping and truck-day preparation. The ideal candidate is organized, detail-oriented, comfortable learning product specifications, and able to coordinate multiple responsibilities across departments.

What You’ll Do:

1. Product Support & Product Knowledge

• Serve as a primary point of coordination between the Customer Experience team and the Product Engineer for product-related questions, concerns, and recurring issues.
• Develop and maintain working knowledge of James & James Furniture and Ralph Spear product lines, including product features, materials, finishes, construction, and available support resources.
• Gather, document, and organize product inquiries and complaints received from the Customer Experience team.
• Establish and maintain a consistent process for routing product questions and relevant customer feedback to the Product Engineer.
• Resolve routine product questions using approved product information, established procedures, and available reference materials.
• Escalate complex product concerns, potential defects, engineering questions, and matters requiring design or technical decisions to the appropriate individual.
• Track open product issues, responses, resolutions, and follow-up requirements to ensure timely communication.
• Communicate approved product guidance and updates back to the Customer Experience team.
• Develop and maintain product FAQs, troubleshooting guides, reference documents, and other resources that support consistent customer communication.
• Identify recurring questions or trends and share relevant observations with the Product Engineer and Customer Experience leadership.
• Ensure product-related inquiries are documented accurately and followed through to resolution or appropriate escalation.

2. Customer Experience Support

• Assist the Customer Experience team with order status inquiries, product questions, replacement parts, touch-up kits, and other customer-related needs.
• Coordinate with Customer Experience, Production, Shipping, and other departments to obtain accurate information and resolve customer concerns.
• Help research product or order issues and communicate findings to the appropriate team members.
• Support timely follow-up on outstanding customer requests and internal action items.
• Maintain accurate records of product-related customer concerns and associated resolutions.
• Promote consistent, professional customer experience through accurate information, clear communication, and dependable follow-through.

3. Sample Program Management

• Process, prepare, package, and fulfill customer requests for wood finish samples and fabric samples.
• Maintain organized inventory of finish samples, fabric samples, packaging materials, and shipping supplies.
• Monitor inventory levels, perform periodic cycle counts, and identify replenishment needs.
• Ensure samples are correctly identified, packaged, and prepared for shipment.
• Track sample requests and fulfillment activity using designated company systems or records.
• Coordinate sample requirements for both James & James Furniture and Ralph Spear product lines, maintaining separate packaging and fulfillment requirements  where applicable.
• Communicate inventory shortages, discrepancies, or fulfillment delays to the appropriate team members.
• Maintain an orderly sample storage and work area to support efficient fulfillment.

4. Touch-Up Kit Program Management

• Assemble touch-up kits according to established product and packaging requirements.
• Maintain inventory of stains, finishes, applicators, and other kit components.
• Monitor supply levels and communicate replenishment needs before shortages affect fulfillment.
• Prepare labels, shipment documentation, and packaging for touch-up kit distribution.
• Ensure kits are assembled accurately and meet established quality and presentation standards.
• Track kit inventory and distribution as required.
• Keep the touch-up kit assembly and storage area clean, organized, and appropriately stocked.
• Identify damaged, missing, or inconsistent materials and report issues for resolution.

5. Furniture Receiving & Organization

• Receive chairs, furniture, and related products from Yoder and other suppliers.
• Sign for deliveries when authorized and verify received items against available paperwork.
• Inspect deliveries for visible damage, shortages, or discrepancies and promptly report concerns.
• Label and organize chairs and other products in designated locations.
• Deliver received products to the appropriate department or staging area.
• Maintain accurate receiving records and communicate discrepancies to the appropriate team members.
• Follow established procedures for safe material handling and storage.

6. Shipping & Truck-Day Coordination

• Assist with preparation and organization of outgoing products for scheduled truck days.
• Pull and stage chairs and other items according to shipping requirements.
• Verify staged items against available order information, shipping paperwork, and truck manifests.
• Attach bills of lading (BOLs) to the appropriate outgoing items and ensure required shipping documentation is available.
• Help prepare and maintain accurate truck manifests and related shipment records.
• Coordinate with Shipping, Production, and other departments to resolve missing items, discrepancies, or documentation issues before departure.
• Ensure outgoing products are properly identified and staged in the designated areas.
• Communicate shipment concerns or delays to the appropriate supervisor.

7. Inventory, Documentation & General Operational Support

• Maintain accurate records related to product support, samples, touch-up kits, receiving, and shipping activities.
• Update designated tracking systems, spreadsheets, logs, and reference materials  as needed.
• Assist with organizing product information, documentation, and inventory records.
• Identify opportunities to improve organization, consistency, and efficiency within assigned processes.
• Maintain a clean, organized, and safe work environment.
• Perform other related duties as assigned to support Customer Experience, Product Support, and business operations.

What You’ll Need:

• High school diploma or equivalent.
• Strong organizational skills and attention to detail.
• Clear written and verbal communication skills.
• Ability to learn product information, specifications, and internal processes.
• Ability to maintain accurate documentation and manage multiple priorities.
• Strong follow-through and problem-solving skills.
• Ability to work collaboratively with Customer Experience, Product Engineering, Production, Shipping, and other departments.
• Dependable, professional, and comfortable working in a cross-functional environment.
• Previous experience in customer service, product support, order coordination, inventory management, shipping, receiving, or a related role.
• Familiarity with product troubleshooting, issue tracking, FAQs, or process documentation.
• Experience with spreadsheets, inventory systems, order management systems, or other business software.