Perennials & Sutherland
Position: Client Assurance Specialist
Department: Perennials & Sutherland Sales Support
Location: Dallas, TX
Reports To: Vice President of Sales Operations and Client Experience
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Position Summary
Perennials and Sutherland, LLC is one of the most iconic and respected names in luxury home furnishings, textiles, and accessories, exclusively serving the design trade. For over four decades, we have collaborated with the most talented creatives in the industry to produce truly exceptional products that elevate the environments where people live, work, and entertain.
The Client Assurance Specialist is the brand's ambassador for excellence in service, ensuring our clients receive a luxury-level experience that reflects Perennials and Sutherland's commitment to quality. As the first point of contact for client issues, you will proactively manage cases, drive showroom accountability, and educate both staff and clients on our product's care and liability.
In addition to client assurance responsibilities, this role will provide critical backup support to the cash application team, ensuring smooth financial operations when needed. This includes reviewing and processing orders and shipments, and serving as a final quality check to ensure accuracy and completeness.
This role demands a solutions-oriented mindset, an exceptional sense of detail, and a passion for client delight. You will handle complex cases with poise and professionalism, champion internal education, and pivot seamlessly between client service and financial operations as needed.
Key Responsibilities
Act as the primary escalation point for client-related concerns brought forth by Sales Support staff or showroom teams. Oversee case management across Salesforce Service Cloud, ensuring timely, proactive, and thoughtful resolution of all support cases and RMAs. Monitor daily workflow, provide coaching and guidance to team members, and ensure all client interactions meet our standard of service excellence. Analyze case and return data to identify service trends and improvement opportunities; recommend adjustments to improve speed and accuracy. Collaborate with Sales Support, Operations, and Product Development to investigate and resolve complex issues, and define root causes of recurring concerns. Maintain accurate RMA records and ensure all category warranty orders are processed correctly and resolved promptly. Coordinate external warranty claims with shipping partners; initiate and manage call tags, documentation, and follow-through. Develop and maintain a reference library of product care, warranty, and quality standards documentation for internal and external use. Identify and cultivate vendor relationships for teak care programs and other service partnerships in key markets. Generate weekly and monthly reports on open cases, RMAs, and resolution metrics for management and stakeholders. Support continuous training and knowledge development for the broader support team on service best practices and product knowledge. Provide backup support to the Cash Application Team by reviewing shipments, validating order accuracy, and assisting with the integration of financial transactions. Demonstrate flexibility and a willingness to pivot between client assurance and accounting operations as needed to support seasonal priorities or internal coverage needs. Uphold the brand's high standards of professionalism, communication, and client care in all interactions. Other duties as assigned. Qualifications
Minimum 3-5 years in client-facing roles such as sales support, account management, or customer service; experience with claims/case resolution and accounting processes preferred. Strong working knowledge of Salesforce (Service Cloud experience preferred). Exceptional organizational, analytical, and time management skills. Excellent written and verbal communication skills. Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint); experience working with order entry or ERP systems is a plus. Strong attention to detail and comfort working across both service and financial processes. Ability to stay calm under pressure, juggle multiple priorities, and solve problems independently. Commitment to providing a luxury-level, client-first experience both internally and externally. Ability to lead by example, and provide constructive coaching and peer support. Benefit Offerings Include:
Paid Time off of 15 days per year, accrued bi-weekly Eight Sick Days Per Year (or state-defined plans) 10 Paid Holidays Medical, Dental and Vision Insurance, including HDHP with HSA 401k Retirement Plan with Bi-Weekly Company Match Paid Parental Leave Company Paid Life Insurance and Long-term Disability Insurance Voluntary Benefits of Short-term Disability, Supplemental Life/ADD, Critical Illness, Accident, Norton, Hospital Indemnity Employee Assistance Program
To apply: go to https://www.perennialsfabrics.com/careers/
Perennials and Sutherland participates in E-Verify and is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information, military/veteran status or other characteristics protected by law.
At Perennials and Sutherland, we believe our people are our greatest asset. Whether it is the executive offering visionary leadership or the client-facing professional delivering best-in-class service, our team thrives on collaboration, excellence, and creativity. We offer a workplace that celebrates individual contributions, fosters career growth, and encourages innovation. If you are a high-energy, detail-oriented professional who thrives in a team-first environment, we invite you to join us.
⸻
Position Summary
Perennials and Sutherland, LLC is one of the most iconic and respected names in luxury home furnishings, textiles, and accessories, exclusively serving the design trade. For over four decades, we have collaborated with the most talented creatives in the industry to produce truly exceptional products that elevate the environments where people live, work, and entertain.
The Client Assurance Specialist is the brand's ambassador for excellence in service, ensuring our clients receive a luxury-level experience that reflects Perennials and Sutherland's commitment to quality. As the first point of contact for client issues, you will proactively manage cases, drive showroom accountability, and educate both staff and clients on our product's care and liability.
In addition to client assurance responsibilities, this role will provide critical backup support to the cash application team, ensuring smooth financial operations when needed. This includes reviewing and processing orders and shipments, and serving as a final quality check to ensure accuracy and completeness.
This role demands a solutions-oriented mindset, an exceptional sense of detail, and a passion for client delight. You will handle complex cases with poise and professionalism, champion internal education, and pivot seamlessly between client service and financial operations as needed.
Key Responsibilities
Act as the primary escalation point for client-related concerns brought forth by Sales Support staff or showroom teams. Oversee case management across Salesforce Service Cloud, ensuring timely, proactive, and thoughtful resolution of all support cases and RMAs. Monitor daily workflow, provide coaching and guidance to team members, and ensure all client interactions meet our standard of service excellence. Analyze case and return data to identify service trends and improvement opportunities; recommend adjustments to improve speed and accuracy. Collaborate with Sales Support, Operations, and Product Development to investigate and resolve complex issues, and define root causes of recurring concerns. Maintain accurate RMA records and ensure all category warranty orders are processed correctly and resolved promptly. Coordinate external warranty claims with shipping partners; initiate and manage call tags, documentation, and follow-through. Develop and maintain a reference library of product care, warranty, and quality standards documentation for internal and external use. Identify and cultivate vendor relationships for teak care programs and other service partnerships in key markets. Generate weekly and monthly reports on open cases, RMAs, and resolution metrics for management and stakeholders. Support continuous training and knowledge development for the broader support team on service best practices and product knowledge. Provide backup support to the Cash Application Team by reviewing shipments, validating order accuracy, and assisting with the integration of financial transactions. Demonstrate flexibility and a willingness to pivot between client assurance and accounting operations as needed to support seasonal priorities or internal coverage needs. Uphold the brand's high standards of professionalism, communication, and client care in all interactions. Other duties as assigned. Qualifications
Minimum 3-5 years in client-facing roles such as sales support, account management, or customer service; experience with claims/case resolution and accounting processes preferred. Strong working knowledge of Salesforce (Service Cloud experience preferred). Exceptional organizational, analytical, and time management skills. Excellent written and verbal communication skills. Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint); experience working with order entry or ERP systems is a plus. Strong attention to detail and comfort working across both service and financial processes. Ability to stay calm under pressure, juggle multiple priorities, and solve problems independently. Commitment to providing a luxury-level, client-first experience both internally and externally. Ability to lead by example, and provide constructive coaching and peer support. Benefit Offerings Include:
Paid Time off of 15 days per year, accrued bi-weekly Eight Sick Days Per Year (or state-defined plans) 10 Paid Holidays Medical, Dental and Vision Insurance, including HDHP with HSA 401k Retirement Plan with Bi-Weekly Company Match Paid Parental Leave Company Paid Life Insurance and Long-term Disability Insurance Voluntary Benefits of Short-term Disability, Supplemental Life/ADD, Critical Illness, Accident, Norton, Hospital Indemnity Employee Assistance Program
To apply: go to https://www.perennialsfabrics.com/careers/
Perennials and Sutherland participates in E-Verify and is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information, military/veteran status or other characteristics protected by law.
At Perennials and Sutherland, we believe our people are our greatest asset. Whether it is the executive offering visionary leadership or the client-facing professional delivering best-in-class service, our team thrives on collaboration, excellence, and creativity. We offer a workplace that celebrates individual contributions, fosters career growth, and encourages innovation. If you are a high-energy, detail-oriented professional who thrives in a team-first environment, we invite you to join us.