Customer Success Specialist

2 days ago

SaintChaptes, Occitanie, United States Interface Americas, Inc Full time
Job Summary

We are seeking a highly skilled Customer Success Specialist to join our team at Interface Americas, Inc. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service to internal and external customers, ensuring timely and accurate delivery of products.

Key Responsibilities
  • Manage the order process flow, working to solve, avoid, or minimize customer delays
  • Continuous review and follow-up of reports to identify potential delays on orders
  • Timely and daily communication via phone and email, following up on all internal and external requests
  • Monitor Planned Promise Dates versus Customer Requested Dates to proactively work on solutions prior to contacting
  • Liaison of the Customer to Manufacturing 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
  • Manage Customer's request with Supply Chain, Financial Service, and external freight carriers to ensure steady communication and prompt delivery, working to resolve any issues preemptively
  • Collaborate with fellow Customer Success colleagues to share best practices
  • Participate and support company initiatives
  • Maintain housekeeping, comply with safety rules, and environmental regulations
  • Be aware of the departmental Material Safety Data Sheets (MSDS)
  • Perform Other duties as assigned by management
Additional Responsibilities for International Customer Success
  • Provide Proforma invoices including all export charges
  • Obtain export freight rates and arrange for export shipments
  • Submit required documents for customers to obtain permits and arrange product inspections by local government
  • Provide all export documents for each shipment
  • Aid Domestic Customer Care Professionals or Domestic orders for export
Additional Responsibilities for Government Customer Success
  • Provide quotes to GSA customers on contract items
  • Be familiar with current Government contract 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
Additional Responsibilities for Hospitality Customer Success
  • Enter in Hospitality orders into JDE and cross-reference to see if available in CRM
  • Understand Customer's purchase order requirements and potential delivery limitations
  • Detailed management of each order, working with Customer and Interface departments to ensure timely and accurate delivery
Requirements
  • High School Diploma
  • College Degree preferred
  • Minimum of two years of experience in Customer Service or Planning
  • Able to create a positive customer experience, both internally and externally
  • Skilled at maintaining self-control in difficult situations and dealing with individuals in an uplifting manner
  • Ability to be a quick thinker, research, and troubleshoot
  • Excellent communication skills; success with providing solutions where the desired end result is successfully met
  • 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
Physical Demands

Frequent keyboarding

Work Environment

Office environment

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