HICKORY, NC — In a move officials say underscores its commitment to quality and customer satisfaction, Sherrill Furniture has announced a strategic reorganization of its customer service teams with a focus on “ensuring a seamless and efficient service experience” across all eight brands.
As part of the new structure, Sherrill has consolidated its customer service teams into a single location at the company’s Hickory headquarters to streamline communication and improve response times. Previously, customers and designers had to interact with up to four different customer service representatives.
“The reorganization of our customer service and claims processes demonstrates the commitment of senior management to our customers,” said Matt Melcher, Head of Customer Service. “We already had an exceptional team of CSRs who now share the common goal of providing proactive and improved customer service,”
The newly assembled team will be cross-brand trained to handle inquiries across all Sherrill brands: Sherrill Furniture, Sherrill Occasional, Hickory White, Precedent, Mr. & Mrs. Howard, Whittemore Sherrill Leather, MotionCraft and Lillian August.
“By bringing our customer service departments together into one team, we underscore our commitment to exceptional service,” said Lacey Griffith, senior vice president of IT and customer service. “This strategic alignment will optimize the service experience across all of our brands and ensure that every interaction is smooth and efficient.”
In addition, Sherrill Furniture is placing a new emphasis on quality and efficiency, officials said. An important aspect of this focus is improved returns tracking, which is intended to speed up the resolution process and ensure customer satisfaction, officials said.
“At Sherrill, the customer is our top priority,” said Sydney Martin, director of marketing for all Sherrill brands. “This restructuring is a testament to our commitment to providing a better overall experience for our customers. By centralizing our customer service and providing extensive training to our team across all brands, we are able to provide faster, more effective support that meets the high standards our customers and designers expect.”
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