Job Description
Since 1976,
Furniture Mart USA has been more than just a furniture retailer, it’s a place where people come to build careers, not just jobs. We believe in hiring great people and giving them the tools to grow, thrive, and make a difference. If you're passionate about helping others transform their house into a home, you’ll feel right at home here too.
Join a team that’s built on trust, teamwork, and a shared commitment to excellence. Whether you're just starting out or looking to take your career to the next level,
Furniture Mart USA is where your future begins.
Our mission is simple: Transform houses into homes, employees into family, and customers into friends. If you share our vision and values, we invite you to join our team.
Schedule: FT (40 hours/wk): Includes Weekends
Summary: The Virtual Sales Lead is the operational and customer experience anchor of the online virtual sales team. Working from our office, this role manages digital customer interactions - including website chats, emails, inbound and outbound phone calls - while leading the Virtual Sales team and overseeing the E-commerce Specialist, who manages the online order fulfillment process. This is an office-based, computer-intensive role that sits at the intersection of team leadership, order management, and customer service. The Virtual Sales Lead is the person who keeps things moving when processes need oversight, customers need resolution, and the team needs direction.
Key Responsibilities:Order Entry & Processing- Enter customer orders accurately into the company system; verify all order details - product, pricing, address, and delivery information - before submission.
- Process order updates, modifications, and cancellations promptly and in accordance with established procedures.
- Manage order queues and ensure all open orders are actioned within expected timeframes.
- Flag incomplete, unclear, or potentially problematic orders to the Virtual Sales Lead before processing.
Order Fulfillment & Facilitation- Facilitate the movement of orders through each stage of the fulfillment process - from entry to scheduling to delivery - coordinating with internal teams as needed.
- Monitor order status and proactively identify delays, holds, or issues that could impact the customer's expected timeline.
- Communicate order status updates to the Virtual Sales Lead or customer-facing team so customers are kept informed.
- Process and document returns, exchanges, and refunds accurately and completely.
Data Accuracy & Records Management- Maintain accurate records for all orders processed, including supporting documentation, notes, and any changes made.
- Review orders for data integrity issues - incorrect addresses, duplicate entries, mismatched pricing - and correct or escalate as appropriate.
- Assist with fraud screening by reviewing flagged orders and escalating concerns in a timely manner.
Reporting & Administrative Support- Run and distribute routine order and fulfillment reports as directed by the Virtual Sales Lead.
- Assist with tracking outstanding balances, pending shipments, and open order follow-up.
- Support the Virtual Sales Lead and broader e-commerce team with administrative tasks, data entry projects, and duties as assigned.
Qualifications- Prior experience in data entry, order management, customer service, or an operational support role preferred.
- High attention to detail - accuracy in order entry and record-keeping is essential to this role.
- Comfortable working at a computer for extended periods across multiple systems simultaneously.
- Organized and reliable; able to manage a steady workload with consistent follow-through.
- Clear communicator who can flag issues and ask questions without hesitation.
- Willingness to take on additional responsibilities as the team and business evolve.
Benefits: What’s in It for You? As a full-time member of our Furniture Mart USA family, you will enjoy:
- Paid training
- Full benefits package: Medical, Dental, Vision, Life, Disability, Paid Time Off, and more
- 401(k) with employer match
- Big employee & family discounts on furniture and mattresses
Furniture Mart USA is an Equal Opportunity Employer