Pablo Designs is an award-winning San Francisco-based lighting design company focused on creating timeless, innovative, and sustainable lighting solutions. We are seeking a passionate and detail-oriented Customer Service Representative (CSR) to join our growing team. This role is critical in delivering outstanding service to our customers, trade partners, and sales representatives while supporting our operational and sales teams.
Key Responsibilities:
Oversee the full order lifecycle for assigned accounts-from entry and processing to tracking, follow-ups, fulfillment, and final invoicing.
Serve as the primary point of contact for customers via phone and email; respond promptly to inquiries regarding orders, product information, lead times, and general support.
Maintain up-to-date knowledge of our product line to guide customers through purchase decisions and post-sale support.
Troubleshoot issues related to product performance, missing shipments, installation questions, or incorrect orders and provide clear solutions.
Manage warranty claims and repair requests, coordinating the shipment of replacement parts or products while ensuring all resolutions aligns with company policies and service standards.
Continuously evaluate and improve customer service procedures to enhance efficiency and effectiveness.
Maintain proactive communication with customers, trade partners, and sales representatives to build trust and strengthen long-term relationships.
Work closely with the sales and operations teams to support quoting, order execution, and ensure exceptional customer experience.
Utilize tools such as QuickBooks, Excel, and Microsoft Office Suite to manage customer data, process orders, generate payment links, issue credit memos, and close out RMAs.
Qualifications:
2-3 years of experience in customer service, sales support, or a related client-facing role.
Bachelor's degree (BA/BS) required.
Exceptional verbal and written communication skills, with a professional and empathetic tone.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Experience in the lighting, furniture, or design industry is a plus.
Comfortable discussing technical concepts and product specifications with both customers and internal teams.
Proficient in QuickBooks, Excel, Microsoft Office, and experience with SPS Commerce or EDI preferred.
Self-starter with a growth mindset-someone who thrives in a small team and is excited to take ownership and grow with the company.
We are looking for someone who is not only skilled in customer service but also eager to contribute to the development of better systems and policies. If you're a proactive problem-solver with a passion for lighting and design, we'd love to hear from you. As a small and dynamic company, this position offers the opportunity to wear multiple hats, contribute across departments, and grow alongside the business. We're seeking someone who thrives in a fast-paced environment, is eager to learn, and wants to make a meaningful impact as we continue to grow and innovate.