Client Services

Business Interiors, a MillerKnoll Certified Dealer, is seeking to fill a Client Service Support position (On-site in Birmingham, AL) for our rapidly growing company. Client Services Support is the cornerstone of the project team, delivering unparalleled assistance that enhances both client satisfaction and project team efficiency. By expertly managing order processing, addressing inquiries, resolving challenges, and providing proactive support, this role ensures every interaction reflects the company's commitment to excellence and creates lasting positive impressions.

ESSENTIALS FUNCTIONS:

• Client Support: Provide timely communication with team, clients, and vendors, by responding to inquiries via preferred communication methods. Provide up to date information about products, services, order status, and installation schedules. Attend and participate in weekly team meetings. Build and maintain strong relationships with team and clients.
• Quoting and Proposals: Work closely with team to provide support with pricing and preparations of proposals, bids, and specifications. Aid in identifying and preparing specific ancillary price quotes. Work with Client Services Project Manager to obtain labor quote information.
• Orders and Installation: Maintain accurate and up-to-date records in operating system. Prepare, update, acknowledge, and schedule orders. Communicate any changes immediately with team, vendors, and clients.
• Issue Resolution: Address and resolve client concerns, complaints, and issues promptly and professionally. Escalate complex issues to appropriate person when necessary.
• Process Improvement: Identify opportunities to improve Client Services Support processes and contribute to the development of best practices for enhancing client satisfaction.
• Training and Development: Participate in ongoing training and professional development to enhance knowledge and skills.

KEY RESPONSIBILITIES:

• Create quotes.
• Create service, warranty, or labor orders when requested by team or client.
• Create order numbers when needed for Design.
• Move orders through the process from initial order to completion in operating system.
• Request client completion of new customer link for orders.
• Verify signed proposal, customer purchase order, or approval email from client is saved to the file cabinet prior to order processing.
• Ensure order total matches the associated customer purchase order or approval.
• Communicate customer credit request and deposit requirements to accounting when prompted during customer set up process.
• Ensure that all lines that need to be parented are set and attached to correct order lines.
• Verify that all lines that require a hyperlink address are set to ship to the correct address that is set up as a hyperlink, not the standard vendor account.
• Check all order codes and verify installation quote prior to submitting for preapproval.
• Process all orders within 48 hours of receipt from the client or Client Services Project Manager.
• Request payment from accounting for vendor payment through check request form, as needed.
• Check OrderBahn daily to review and address acknowledgement Pending Review items.
• Communicate acknowledgements with discrepancies that must have the price difference approved by Client Service Project Manager.
• Create detailed scope of work or obtain from Client Services Project Manager for scheduling.
• Place orders in scheduling to request installation date from warehouse or subcontractor. The Client Services Project Manager will determine dates on projects.
• Schedule installations within ten business days of receipt of last acknowledgment.
• Communicate installation dates with team. Confirm installation dates with the client and Client Service Project Manager.
• Work closely with Client Service Project Manager to update team on shipment dates and planning on projects.
• Verify product is received in time for installation.
• Verify that all resources are assigned in Core.
• Request approval for all add-on lines and cost onlys that exceed $100. Add approval documentation to the file cabinet.
• Create status sheet reports according to client requests, as needed.
• Assist Client Service Project Manager on punch items.
• File warranty claims with manufacturers, as needed.
• Close work orders and send to accounting for invoicing once notified the work order is ready to be closed.
• Handle any discrepancies on payable invoices and send them back to accounting within 24 hours.
• Attend and participate in weekly team meetings. Provide updated backlog and communicate potential setbacks to weekly team meetings.
• Complete action items from team meeting by established due date.
• Assist department team members, as needed.
• Follow standards set for the department and adhere to the company's Core Values.
• Other duties as assigned.

COMPETENCIES:
- Experience: Minimum of 1 – 2 years of experience in customer service support or similar role. Experience in the furniture industry is preferred.
- Computer Skills: Proficiency in Microsoft Office Suite. Furniture software experience is a plus.
- Communication: Excellent verbal and written communication skills, with the ability to handle diverse client interactions with professionalism and empathy.
- Problem-Solving: Effective problem-solving skills with the ability to address and resolve client issues efficiently.
- Attention to Detail: High level of attention to detail, with a focus on accuracy in order processing and other documentation.
- Flexibility: Ability to multi-task and adjust priorities to meet deadlines and changing goals.
- Team Player: Ability to collaborate with internal teams and contribute to a positive work environment.
- Time Management: Strong organizational skills with the ability to manage multiple tasks and prioritize responsibilities effectively.

Business Interiors is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

EDUCATION:

High school diploma or equivalent.

BENEFITS:

Medical with company contributions, Dental, Vision, PTO, Holidays, 401k with company matching.