Dickson Furniture Manufacturers
Customer Fulfillment Lead
Dickson Furniture Manufacturers, Houston, Texas, United States, 77246
Customer Fulfillment Lead
Location:
Houston, TX (Onsite)
Reports to:
Director, Customer Engagement & Service
Role Overview:
The Customer Fulfillment Lead is responsible for coordinating the successful delivery of merchandise orders that include field services such as installations, site surveys, and design assessments. This customer-facing role ensures that service-related milestones are executed smoothly by working closely with sales, logistics, and field vendors. Additionally, the role provides internal quoting support to the sales team, manages coordination for standard warranty repairs, and leads targeted quality improvement initiatives.
This role is ideal for someone who thrives in a fast-paced, detail-oriented environment and is skilled at collaborating across teams to execute complex customer orders.
Key Responsibilities
Field Services Coordination
Site Surveys & Design Assessments:
Coordinate and schedule site visits for field verification of room layouts.
Collaborate with contracted interior designers to confirm that proposed furniture designs align with field‑verified dimensions.
Prepare and package the final design assessment for presentation to the customer.
Installations & Field Work:
Plan and coordinate installation services in partnership with internal teams and external vendors.
Lead customer planning meetings to confirm scope, schedules, and job‑site readiness.
Maintain job documentation, track execution progress, and communicate updates to internal stakeholders.
Internal Quoting Support:
Create internal cost estimates for installation, survey, and repair services to support sales proposals.
Use vendor rate sheets, historical job data, and internal tools to maintain accuracy and turnaround speed.
Warranty Repair Coordination:
Manage the logistics and scheduling of standard warranty‑related field repairs.
Track repair progress, replacement furniture orders, and vendor timelines.
Keep internal teams informed; elevate complex cases as needed.
Order Fulfillment & Customer Engagement
Act as the fulfillment lead for all merchandise orders that include field services.
Ensure flagged orders receive appropriate pre‑delivery quality checks and inspections.
Coordinate internally with Sales, Production, Logistics, and Customer Service to ensure a cohesive and high‑quality customer experience.
Quality Improvement Initiatives
Analyze warranty trend data (e.g., failure modes, frequency, cost) to identify top improvement opportunities.
Initiate and manage short‑term quality improvement projects in collaboration with Engineering and Production.
Develop dashboards and reports to track key quality metrics, project ROI, and progress.
Present results and ongoing insights to leadership monthly.
Required Qualifications
Bachelor’s degree in business, supply chain, operations, engineering, or a related field.
3 to 4 years of experience in a customer‑facing role, preferably in a B2B manufacturing or service environment.
Experience coordinating projects involving multiple internal and external stakeholders.
Ability to manage deadlines, balance multiple priorities, and communicate clearly with internal teams and customers.
Preferred / Ideal Qualifications
Experience collaborating across functions (Sales, Engineering, Production, Logistics) to execute fulfillment workflows.
Proficiency in Salesforce, ERP systems, and quoting or estimation tools.
Strong written and verbal communication skills; ability to explain technical or operational issues to non‑technical audiences.
Experience working with third‑party vendors for installations, repairs, or site‑based services.
Familiarity with warranty or service data analysis, dashboarding, or root‑cause reporting.
Military experience is a plus, particularly in logistics, technical operations, or project coordination roles.
Seniority level Mid‑Senior level
Employment type Full‑time
Industries Household and Institutional Furniture Manufacturing
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Houston, TX (Onsite)
Reports to:
Director, Customer Engagement & Service
Role Overview:
The Customer Fulfillment Lead is responsible for coordinating the successful delivery of merchandise orders that include field services such as installations, site surveys, and design assessments. This customer-facing role ensures that service-related milestones are executed smoothly by working closely with sales, logistics, and field vendors. Additionally, the role provides internal quoting support to the sales team, manages coordination for standard warranty repairs, and leads targeted quality improvement initiatives.
This role is ideal for someone who thrives in a fast-paced, detail-oriented environment and is skilled at collaborating across teams to execute complex customer orders.
Key Responsibilities
Field Services Coordination
Site Surveys & Design Assessments:
Coordinate and schedule site visits for field verification of room layouts.
Collaborate with contracted interior designers to confirm that proposed furniture designs align with field‑verified dimensions.
Prepare and package the final design assessment for presentation to the customer.
Installations & Field Work:
Plan and coordinate installation services in partnership with internal teams and external vendors.
Lead customer planning meetings to confirm scope, schedules, and job‑site readiness.
Maintain job documentation, track execution progress, and communicate updates to internal stakeholders.
Internal Quoting Support:
Create internal cost estimates for installation, survey, and repair services to support sales proposals.
Use vendor rate sheets, historical job data, and internal tools to maintain accuracy and turnaround speed.
Warranty Repair Coordination:
Manage the logistics and scheduling of standard warranty‑related field repairs.
Track repair progress, replacement furniture orders, and vendor timelines.
Keep internal teams informed; elevate complex cases as needed.
Order Fulfillment & Customer Engagement
Act as the fulfillment lead for all merchandise orders that include field services.
Ensure flagged orders receive appropriate pre‑delivery quality checks and inspections.
Coordinate internally with Sales, Production, Logistics, and Customer Service to ensure a cohesive and high‑quality customer experience.
Quality Improvement Initiatives
Analyze warranty trend data (e.g., failure modes, frequency, cost) to identify top improvement opportunities.
Initiate and manage short‑term quality improvement projects in collaboration with Engineering and Production.
Develop dashboards and reports to track key quality metrics, project ROI, and progress.
Present results and ongoing insights to leadership monthly.
Required Qualifications
Bachelor’s degree in business, supply chain, operations, engineering, or a related field.
3 to 4 years of experience in a customer‑facing role, preferably in a B2B manufacturing or service environment.
Experience coordinating projects involving multiple internal and external stakeholders.
Ability to manage deadlines, balance multiple priorities, and communicate clearly with internal teams and customers.
Preferred / Ideal Qualifications
Experience collaborating across functions (Sales, Engineering, Production, Logistics) to execute fulfillment workflows.
Proficiency in Salesforce, ERP systems, and quoting or estimation tools.
Strong written and verbal communication skills; ability to explain technical or operational issues to non‑technical audiences.
Experience working with third‑party vendors for installations, repairs, or site‑based services.
Familiarity with warranty or service data analysis, dashboarding, or root‑cause reporting.
Military experience is a plus, particularly in logistics, technical operations, or project coordination roles.
Seniority level Mid‑Senior level
Employment type Full‑time
Industries Household and Institutional Furniture Manufacturing
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