Customer Success Specialist

3 weeks ago

Lagrange, United States Interface Americas, Inc Full time

Interface is a global flooring solutions company and sustainability leader, offering an integrated portfolio of carpet tile and resilient flooring products that includes Interface carpet tile and LVT, nora rubber flooring, and FLOR premium area rugs for commercial and residential spaces. Made with purpose and without compromise, Interface flooring brings more sophisticated design, more performance, more innovation, and more climate progress to interior spaces. A decades-long pioneer in sustainability, Interface remains "all in" on becoming a restorative business. Today, the company is focusing on carbon reductions, not offsets, as it works toward achieving its verified science-based targets by 2030 and its goal to become a carbon negative enterprise by 2040.

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 Diploma
  • College Degree preferred

Skills and Experience:

  • Minimum of two years of experience in Customer Service or Planning
  • Able to create a positive customer experience, both internally and externally
  • Ability to be a quick thinker, research and troubleshoot
  • Excellent verbal and written communication skills; success with providing solutions where the desired end result is successfully met within the business guidelines
  • Strong computer literacy with Microsoft applications and knowledge of ERP and CRM systems
  • Able to work in a team-based environment and manage projects from conception to completion
  • Demonstrate success in working under pressure and handling multiple tasks/priorities
  • Ability to meet both qualitative and quantitative call performance goals.

Essential Duties

  • Take inbound calls from customers and Sales team
  • Make outbound customer calls to ensure accurately and complete order information
  • Manage the order process flow; work to solve, avoid, or minimize customer delays
  • Manage allocation of inventory to orders per stock program guidelines.
  • Continuous review and follow-up of reports to identify potential delays on orders
  • Timely and daily communication via phone and email; through follow-up on all internal and external requests
  • Manage Customer Requested Dates to ensure customer install deadlines are met.
  • Liaison of the Customer to Planning for order improvements, changes, cancellations, and updates
  • Authorize shipping of orders by verifying allocation quantity, special instructions, ship to address, customer financial services, purchase order information and carrier selection
  • Coordinate 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 forecasts
  • Provide quotes to GSA customers on contract items
  • Be familiar with current Government contact product, pricing, and policies
  • Provide proper coding on government orders for reporting purposes and payment of administrative fees
  • Develop extensive knowledge of products and sample availability
  • Track and confirm delivery

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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.

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