Customer Success Specialist

4 weeks ago

Lagrange, United States Interface Full time

Interface is a global leader in modular flooring, offering an integrated collection of carpet tiles and resilient flooring that includes luxury vinyl tile (LVT), vinyl sheet, rigid core and nora rubber flooring. We help our customers create high-performance interior spaces that support well-being, productivity, and creativity, as well as the sustainability of the planet. Our mission, Climate Take Back, invites you to join us as we commit to operating in a way that is restorative to the planet and creates a climate fit for life. Position summary: The Customer Success Specialist will provide proactive customer service to internal and external customers. The individual is responsible for order management and steady communication to ensure customer satisfaction for prompt and accurate delivery of products. This individual will serve as the as the voice of the customer to other departments within Interface. This role will represent Interface as the single point of contact to the customer to provide quick resolution, accurate information, and ensure customer satisfaction in a timely & professional manner. Educational requirements: High School DiplomaCollege Degree preferredSkills and Experience: Minimum of two years of experience in Customer Service or PlanningAble to create a positive customer experience, both internally and externallyAbility to be a quick thinker, research and troubleshootExcellent verbal and written communication skills; success with providing solutions where the desired end result is successfully met within the business guidelinesStrong computer literacy with Microsoft applications and knowledge of ERP and CRM systemsAble to work in a team-based environment and manage projects from conception to completionDemonstrate success in working under pressure and handling multiple tasks/prioritiesAbility to meet both qualitative and quantitative call performance goals.Essential Duties Take inbound calls from customers and Sales teamMake outbound customer calls to ensure accurately and complete order informationManage the order process flow; work to solve, avoid, or minimize customer delaysManage allocation of inventory to orders per stock program guidelines.Continuous review and follow-up of reports to identify potential delays on ordersTimely and daily communication via phone and email; through follow-up on all internal and external requestsManage Customer Requested Dates to ensure customer install deadlines are met.Liaison of the Customer to Planning for order improvements, changes, cancellations, and updatesAuthorize shipping of orders by verifying allocation quantity, special instructions, ship to address, customer financial services, purchase order information and carrier selectionCoordinate necessary activities with Supply Chain, Financial Service, and external freight carriers to ensure prompt delivery of products.Update internal notes to ensure CSS Leads are aware of updates on order for their assigned Region.Enter customer phone orders through Salesforce and JDE accurately and promptly.Participate and support achieving company initiatives & financial forecastsProvide quotes to GSA customers on contract itemsBe familiar with current Government contact product, pricing, and policiesProvide proper coding on government orders for reporting purposes and payment of administrative feesDevelop extensive knowledge of products and sample availabilityTrack and confirm delivery#LI-Hybrid We are a VEVRAA Federal Contractor. We desire priority referrals of Protected Veterans for job openings at all locations within the State of Georgia. An Equal Opportunity Employer including Veterans and Disabled.#J-18808-Ljbffr

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