Customer Service Representative

Job Title:
Customer Service Representative

Location: 3Z Brands / Southerland Mattress Factory – Antioch, TN

Schedule:
On Site in Antioch, TN;
Hybrid, Monday - Friday, 8:00 AM - 4:30 PM

3Z Brands is a dynamic and growing company uniquely positioned as both a manufacturer and wholesaler, and retailer, giving us a strategic advantage in the marketplace. With exciting growth initiatives ahead, we are building an exceptional team to drive our success. Our core values—care, commitment, and curiosity—guide everything we do. We are committed to fostering an inclusive and supportive workplace where all team members feel valued and respected.

We are seeking a detail-oriented and customer-focused Customer Service Representative to support both American Adjustable and Southerland Mattress operations. This hybrid role is responsible for managing adjustable bases and mattress products, including order processing, warranty assistance, technical troubleshooting intake, credit requests, and general inquiries.

• Process customer credits for both mattress and adjustable base products.
• Enter and maintain accurate sales orders in internal systems.
• Provide order status updates and shipment tracking information.
• Coordinate with production, warehouse, and logistics teams to ensure timely fulfillment.
• Assist consumers and retailers with warranty claims for mattresses and adjustable bases.
• Gathering and document required warranty documentation (photos, proof of purchase, serial numbers, etc.).
• Support basic troubleshooting intake for adjustable base concerns and escalate technical issues as needed.
• Communicate warranty determinations clearly and professionally.
• Handle incoming phone calls and emails, delivering timely and professional support.
• Maintain detailed and accurate records of customer interactions.
• Collaborate cross-functionally with operations, quality, sales, and leadership teams.
• Uphold company policies while ensuring a positive and solution-oriented customer experience.

• Previous customer service experience required (manufacturing or durable goods industry preferred).
• Experience supporting technical or mechanical products is a plus.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite and order entry systems.
• High attention to detail and data accuracy.
• Ability to manage multiple priorities and adapt to shifting demands.
• Team-oriented with a positive, professional attitude.
• Comprehensive medical, dental, and vision insurance
• Paid Holidays
• 401(k) program with matching
• Supportive, team-focused workplace
• Opportunity to be part of a fast-growing, purpose-driven company

All applicants must be authorized to work in the United States. 3Z Brands conducts a pre-employment drug test and background search upon hire.