Service, Warranty

Sonata Design is seeking a detail-oriented problem-solver to bridge two critical functions of our business**:Service & Warranty** and **Drapery Coordination**. This unique hybrid role is the "glue" that ensures our complex custom drapery projects stay on track while simultaneously managing post-installation support to keep our clients happy for years to come. You will act as the central hub for our Drapery Workroom partners and our Service Technicians, ensuring that every fabric order is tracked, every warranty claim is processed, and every service appointment is executed with a "million-dollar presentation" level of care. **Your Mission & Responsibilities** **Drapery Coordination & Workroom Liaison** - **Production Tracking**: Own the lifecycle of drapery orders from "Sold" to "Installed." Maintain the drapery tracker to ensure job status, Estimated Completion Dates (ECDs), and notes are always current for Sales and Ops. - **Workroom Management**: Serve as the primary point of contact for external workrooms. Prepare and send detailed work orders, manage fabric/hardware handoffs, and troubleshoot fabrication questions immediately to avoid delays. - **Quality Control (QC)**: Oversee the receiving and QC of finished drapery. Verify measurements, pleat styles, and hardware counts against orders _before_ scheduling installation to prevent site issues. - **Procurement & Logistics**: Track incoming fabrics and hardware, ensuring all components are received. Flag backorders or shipping delays to the Sales team proactively. **Service & Warranty Management** - **Warranty Claims (RGAs)**: Manage the Return Goods Authorization (RGA) process with suppliers. Ensure claims are filed correctly with photos and descriptions to secure replacement parts or credits. - **Scheduling & Dispatch**: Coordinate with the Scheduling team to book service technicians for repairs and warranty work. Ensure technicians have complete "intake info" (photos, parts, job details) before they roll a truck to prevent wasted trips. - **Client Reassurance**: Maintain a compassionate and professional follow-up cadence for customers, turning potential negatives into service recovery wins. **What You Bring to the Table** **Essential Skills** - **Organizational Mastermind**: You love closing loops and hate loose ends. You can manage multiple timelines (drapery production vs. service parts shipping) without dropping the ball. - **Communication Champion**: You can explain technical issues to suppliers and provide empathetic updates to clients. You are comfortable building rapport with workrooms, installers, and homeowners. - **Tech Savvy**: Proficiency in Google Workspace (Sheets, Drive, Gmail) and CRM systems (Maximizer) is required. Experience with project management tools or supplier portals is a plus. - **Problem-Solving Pro**: You don’t just report problems; you find solutions. Whether it’s a fabric backorder or a stubborn motor, you look for the fix. **Design & Industry Knowledge** - **Textile & Product Fluency**: Experience with window coverings, specifically drapery fabrication (pleat styles, fullness, hardware) and blind mechanics (motors, lift systems) is highly preferred. - **Warranty Experience**: Prior experience managing warranty claims or service tickets in a construction or trade environment is a major asset. **Why Sonata Design?** Join a growing company focused on customer satisfaction and a collaborative, supportive work environment. We believe in modernizing the industry and providing a high level of service to every client, whether it's a single blind or a whole-home automation package. Pay: $15.00-$18.00 per hour Expected hours: 40 per week **Benefits**: - Casual dress - Company events - Dental care - Disability insurance - Extended health care - On-site parking - Paid time off - Store discount - Wellness program Work Location: In person