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.
Qualifications Behaviors Required Team Player: Works well as a member of a group Innovative: Consistently introduces new ideas and demonstrates original thinking Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- At least 2 years of experience in manufacturing
- Ability to read and understand documents
- Ability to write basic reports and use a computer effectively
- Proficiency in Microsoft Office, including Outlook, Excel, and 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
- High school diploma or equivalent
- Understanding of furniture manufacturing
- Experience creating schedules or 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 or presentations
- Ability to present information to groups at all organizational levels
- Strong analytical, communication, and organizational skills
- Ability to collaborate across departments and manage multiple tracking systems
- Ability to identify issues, implement corrective actions, and provide accurate, timely reporting
Arhaus Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Arhaus and has not been reviewed or approved by Arhaus.
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Healthcare Strength — Medical, dental, and vision coverage are provided alongside company-paid life, short-term disability, and long-term disability, with HSAs/FSAs available. Wellness resources such as an onsite clinic at headquarters and an EAP broaden access to care.
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Retirement Support — A 401(k) with a company match, described with immediate vesting in company materials, underpins long-term savings.
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Wellbeing & Lifestyle Benefits — Employees can access sizeable merchandise discounts, friends-and-family events, sample sales, and wellness credits that can lower insurance costs. Headquarters amenities such as an onsite café and EV charging add convenience.
Arhaus Insights
What We Do
Arhaus offers original handcrafted designs at 70 privately owned and operated store locations in the U.S. and online at arhaus.com. Headquartered in Cleveland, Ohio, we collaborate with skilled artisans from around the world to create (and recreate) pieces that reflect many cultures, from Italy to Indonesia. The end result is an eclectic mix of designs that are exclusive to our stores and arhaus.com. Furnishing a Better World: This is the premise of the Arhaus design philosophy; it dates back to 1986 when the father and son John and Jack Reed opened the first store location in the historic Flats District downtown Cleveland and vowed never to use wood from the world’s endangered rainforests in the making of an Arhaus design. Today, nearly 50 percent the product assortment is made of recycled material—everything from glass, to metals like copper and reclaimed wood from buildings no longer standing and vessels no longer set sail. Timbers are either reclaimed or sustainably sourced. A Port City Called Arhus: The Danish port city Århus (pronounced ohr-HOOSE) inspired the name. John came across Arhus on a map and took an immediate liking. After a few minor modifications, “Arhaus” represented the warmth and luxury of the then (and now) home furnishings offered.
