The Role
Nourison Home is looking for a Customer Service Representative to join our New Jersey team. This isn't a position where you'll spend the entire day answering phones or responding to emails. You'll do plenty of both, but you'll also be entering orders, checking inventory, researching shipments, resolving discrepancies, and working with other departments to get customers the answers they need. Our customers are businesses that rely on us to keep their own operations running. A delayed shipment, incorrect order, or missed detail can affect their customers, too. That's why accuracy, communication, and follow-through matter. Some days are straightforward. Others involve juggling several customer requests, tracking down information, and figuring out what went wrong. We need someone who can stay organized, think through a problem, and know when to ask for help.
What You'll Be Doing
- Answer customer calls and emails, providing clear information about orders, products, pricing, and availability.
- Enter and maintain customer orders, making sure quantities, pricing, shipping details, and special instructions are correct.
- Research backorders, inventory availability, shipment tracking, and delivery issues.
- Work with our Sales, Supply Chain, Warehouse, Logistics, and Accounting teams to resolve customer questions and order discrepancies.
- Manage customer inquiries through our ticketing system, keeping accurate notes and following up on open requests.
- Learn our product lines and understand the differences between stocked merchandise, incoming inventory, and custom orders.
- Balance incoming calls, emails, and order processing throughout the day without losing track of outstanding work.
You won't always have an immediate answer, and we don't expect you to. We do expect you to take ownership of the question, find the right information, and follow through.
The Systems You'll Use
We use several systems to manage our business, and you'll work between them throughout the day.
- Deskpro: Our customer service ticketing system, used to manage emails, track requests, and document customer conversations.
- 3CX: Our phone system for incoming and outgoing customer calls.
- CAMS (IBM AS/400): Our current ERP system for order entry, inventory, pricing, and customer account information.
- Microsoft Dynamics 365 Business Central: We're preparing to transition to this ERP system in 2027.
- Microsoft 365 and Internal Tools: Outlook, Excel, Teams, and applications we've developed to make order and inventory research easier.
You don't need experience with every system listed. We'll train you on the tools we use. What matters is that you're comfortable working on a computer, can learn new software, and aren't intimidated by having several applications open at once.
What We're Looking For
- Previous experience in customer service, order entry, or a related office position.
- Strong written and verbal communication skills. You'll spend a good portion of your day communicating with customers and coworkers.
- Good attention to detail, especially when working with order numbers, quantities, pricing, and customer instructions.
- The ability to organize your work, manage competing requests, and follow through without constant reminders.
- Solid computer skills, including familiarity with Outlook, Excel, and other business applications.
- Dependability, sound judgment, and a willingness to work as part of a team.
Nice to Have, but Not Required
- Experience working with business customers (B2B), wholesale distribution, manufacturing, or logistics.
- Familiarity with ERP systems, CRM software, or order management applications.
- Experience handling purchase orders, inventory inquiries, or shipping and freight issues.
- Knowledge of flooring, textiles, furniture, or home furnishings.
Your First Few Months
There's a lot to learn about our products and how we operate. We don't expect you to know everything on day one.
You'll start by learning how we manage customer inquiries in Deskpro, navigate our current CAMS system, and process orders accurately. You'll also become familiar with our product categories, warehouse operations, and the different teams you'll work with.
As you gain experience, you'll begin handling more requests independently, including researching backorders, resolving shipping questions, and managing customer follow-ups.
We're also preparing for a significant ERP transition in 2027. That means some of the systems and procedures you learn initially will evolve. You'll receive training as changes are introduced, but being flexible and willing to learn will be important.
A Few Things Worth Knowing
We handle a substantial volume of customer inquiries and orders every day. Phones, emails, and order requests don't always arrive at convenient times, and priorities can change quickly.
We have service and productivity expectations, but accuracy matters just as much as speed. We'd rather you ask a question and get an order right than rush through something and create a bigger problem later.
