Customer Support Specialist

3 weeks ago

Salem, United States Interface Full time

Interface, Inc. is a global flooring company specializing in carbon neutral carpet tile and resilient flooring, including luxury vinyl tile (LVT) 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.

Customer Success Specialist:

CS (Customer Success Representative). The primary focus of the CS is to take ownership for providing best in class service to Interface's internal and external customers that is indicative of the premium brand that Interface is. Working in partnership with nora by Interface Account Executives (AE's), to help them achieve their business goals.

OM (Order Management Representative) The primary focus of the OM is to take ownership for providing best in class service to Interface's internal and external customers that is indicative of the premium brand that Interface is. Working in partnership with nora by Interface Accounts/Customers to process their POs in a timely fashion, meet installation deadlines, and all other aspects of Order Management.

Essential Skills

To perform this job successfully, the CS/OM must exercise judgment, discretion and tact in all business matters and business relationships. Strong interpersonal skills and the ability to maintain cooperative working relationships with coworkers are essential. nora promotes collaborative problem solving in both formal and informal work teams. Participation in, and contribution to, teamwork is required.

Responsibilities include, but are not limited to, the following:

  • Manage projects of high complexity within our CRM system by overseeing all sales phases from when the project is a new lead, to developing, subsequently to bringing PO's in. The CSS touches every aspect of the project from beginning to end. CS
  • Call on Flooring Contractors, General Contractors, Architects, Designers, and all End Users (hospitals/higher ED, K-12 ext.). Act as an outfacing team, who talks to all customers. CS
  • Research new leads through lead service, setting up saved searches and locating leads based on our market segments. CS
  • Vet all sample orders from the website, calling customers to find out more project information before shipping samples and qualifying what could be a new lead. CS
  • Complete weekly tasks generated through SalesForce through customer accounts and opportunities. CS
  • Manage nora sales splits through SalesForce to ensure proper sales commission. CS
  • Responsible for distributing all formal quotes & coordinating the pricing structure with the AE to stay within budget. CS
  • Recommend products for various technical spaces within facilities. CS/OM
  • Manage inventory levels with customers to make sure nora meets their demanding installation schedules. CS/OM
  • Work with customers to change colors when inventory is not available, by checking alternate colors & sending all parties involved new samples to get a new color selected. CS/OM
  • Work alongside technical team to ensure mock-ups and sales trials are created and shipped out in a timely manner. CS
  • Create weekly agendas highlighting where the AE/CS team needs to focus. Focusing on opportunities that need more attention to move through the SalesForce funnel. A recap is sent out after the call. CS
  • Conduct bi-weekly conference calls with the AE in which the 30-60-90 report is reviewed and sales phases are assessed for accuracy. Next action steps or activities are then generated. CS
  • Create return authorization forms, credits, and debits. Working with management for approvals and terms of the return/credit. OM
  • Follow up with awarded contractors to obtain POs to meet monthly sales numbers. CS
  • Manage all POs from A to Z from processing, sending backorders to purchasing and then updating the order with the batch allocation. OM
  • Send all order confirmations with correct estimated delivery dates, checking for accuracy before being sent. OM
  • Put together freight quote request sheets and work directly with the warehouse to get freight costs for expedited orders and customer carrier choice. OM
  • Responsible for running weekly open order reports to better manage our sales orders. While helping finance and warehouse organize their monthly numbers and inventory. OM
  • OM and CS counterparts work as a Team to provide best in class service to internal and external customers. OM/CS
  • Log into phone Queue daily. OM/CS
  • Develop a robust knowledge of products and inventory availability. OM/CS
  • Audit OM partners processed POs, and back up other OM partners during PTO. CS/OM
Requirements:
  • Ability to prioritize multiple, simultaneous assignments in a fast-paced environment
  • Strong interpersonal communication skills
  • Strong team mentality
  • Technical aptitude and ability to learn and retain product specs, installation processes and uses.
  • Understanding of the construction process and timeline
  • Understanding of international shipping and customs process
  • Experience using Microsoft Office Suite
  • Experience using an ERP system
  • Experience using a CRM system
  • Ability to manage work across 3 operating platforms. Salesforce, JD Edwards and SAP
  • While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard,
  • Specific vision abilities required by this job include close vision requirements due to computer work.


#LI-Hybrid

#LI-SG1

We are a VEVRAA Federal Contractor. We desire priority referrals of Protected Veterans for job openings at all locations within the State of New Hampshire. An Equal Opportunity Employer including Veterans and Disabled.

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