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 a liaison to the Customer and the cross-functional departments within Interface, providing quick resolution and efficiency if an issue occurs.

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
• 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

Additional Skills for International Desk:

• Some international experience is required
• Familiar with import/export laws, terms and conditions and shipping requirements
• Knowledgeable of letters of credit and international banking
• Requires ability to work with little or no errors on export documentation

Essential Duties

• Manage the order process flow; work 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; through follow-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; work to resolve any issues preemptively
• Collaboratewith 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 Duties Required for International Customer Success Only:

• 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 Duties Required for Government Customer Success Only:

• 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

Additional Duties Required for Hospitality Customer Success Only:

• 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; work with Customer and Interface departments to ensure timely and accurate delivery

Physical demands:
Frequent keyboarding

Work environment:
Office environment

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