Customer Support Specialist

JOB TITLE: Customer Support Specialist

SALARY: Non-Exempt - Full Time - Hourly

JOB LOCATION: Arhaus Upholstery - Conover, NC

WEEKLY HOURS: Mon - Fri = 7:30a - 4p Overtime as needed

DEPARTMENT: Administration

REPORTS TO: Director of Administration

POSITION DETAILS

JOB PURPOSE

The Customer Support Specialist is responsible and empowered to ensure that the KPI for SPO on‑time shipments meets or exceeds 80% at the four‑week mark, acknowledging that this target may fluctuate. Achieving this goal requires close collaboration with Scheduling, Purchasing, and Operations.

DUTIES AND RESPONSIBILITIES

• Conduct weekly reviews of unscheduled orders, identify items aged eight weeks or more, determine root causes, propose corrective actions, and maintain an updated aging tracker.
• Review late shipments on a weekly basis, identify recurring issues, and collaborate with cross‑functional teams to implement permanent corrective actions.
• Partner with Production to identify orders that are delayed or at risk, update internal tracking systems for visibility, and create trouble tickets to communicate delays.
• Maintain stock-related trackers, monitor expected ship dates, and proactively communicate potential risks to stakeholders.
• Update weekly order reports with accurate and current ship‑date information.
• Communicate with internal departments, including corporate teams, sales leadership, and operations-regarding special order requests and status updates.
• Track and analyze backlogged orders to identify trends and provide regular reports to management.
• Prepare reports and materials for daily production meetings.
• Participate in weekly cross‑functional business review meetings.
• Perform additional duties as assigned to support departmental goals.
• Demonstrate consistent, reliable and professional performance of all job responsibilities.

WORKING CONDITIONS

Typical Office Environment

SUPERVISION RECEIVED

Minimum. Must be able to work independently.

SUPERVISION EXERCISED

None

DIRECT REPORTS

None

QUALIFICATIONS

MINIMUM EXPERIENCE REQUIREMENTS

• 2 years' experience in manufacturing
• Ability to read and understand documents
• Ability to write basic reports and use a computer effectively
• Proficient in MS Office (Outlook, Excel, Word)
• Strong attention to detail and commitment to quality
• Strong time‑management skills and ability to shift priorities
• Ability to work independently and as part of a team
• Effective communication skills across all management levels
• Ability to handle confidential information appropriately

PREFERRED EXPERIENCE REQUIREMENTS

• Understanding of furniture manufacturing
• Experience creating schedules or the ability to become proficient
• Self‑directed, motivated, and able to adjust schedule based on business needs
• Ability to learn and apply leadership and supervisory principles
• Experience training individuals
• Ability to lead meetings and produce reports/presentations
• Ability to present information to groups at all organizational levels

MINIMUM EDUCATION REQUIREMENTS

Minimum of High School Diploma or equivalent

PREFERRED EDUCATION REQUIREMENTS

None

REQUIRED SKILLS

Strong analytical, communication, and organizational skills, with the ability to collaborate across departments, manage multiple tracking systems, and provide accurate, timely reporting. They should be proficient in identifying issues, implementing corrective actions, and maintaining consistent, reliable performance in a fast-paced operational environment.

PHYSICAL & ENVIRONMENTAL REQUIREMENTS

• Ability to remain in a stationary position for extended periods while using a computer.
• Ability to move throughout production areas as needed.
• Ability to move or position items up to 20 lbs. occasionally.
• Ability to operate a computer, keyboard, and office equipment.
• Ability to communicate and exchange accurate information

Arhaus is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination and harassment. We make all employment decisions based on business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, family or parental status, or any other status protected by applicable laws and regulations. We do not tolerate discrimination or harassment of any kind, and we encourage applicants of all ages and backgrounds to apply.