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Safavieh expands customer service capabilities

Port Washington,N.Y.Safavieh recently completed construction of a 5,000-square-foot addition to its corporate headquarters here to accommodate a new state-of-the-art customer service department and system.

“We have projected significant sales increases since the launch of our Thomas O’Brien and Martha Stewart licensed rug collections, and in the past year demand for Safavieh programmed collections has broken records in all retail channels,” said Arash Yaraghi, a company principal.

Under Safavieh's overhauled customer service operation, each sales representative will be paired with a customer service account executive to work in tandem for faster customer service response. Yaraghi explained the customer service reps will be important backups when their sales partners are on the road. “By pairing customer service reps in the office with sales associates in each of our 12 sales territories we will be able to track orders, provide inventory data, and delivery schedules seamlessly,” he said.

With the added space from the new wing, Safavieh is now able to double its customer service staff. Pods have been created so that a team of two to four sales and service reps will be grouped together by sales region or customer. “We are hiring the customer service reps by territory and ability,” Yaraghi said, “and each will have an understanding of rug color and design from prior experience.”

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