Customer Support Specialist

Interface•Salem, NH

19h•Hybrid

About The Position

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. Customer Support Specialist The CSS is responsible for teaming with the Account Executives (AE's) to develop and sustain business. The CSS works to assure quality and timely delivery of services and products. Essential Skills To perform this job successfully, the CSS 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. Interface promotes collaborative problem solving in both formal and informal work teams. Participation in, and contribution to, teamwork is required.

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
Experience using Microsoft Office Suite

Nice To Haves

Understanding of the construction process and timeline
Understanding of international shipping and customs process
Experience using an ERP system
Experience using a CRM system
Ability to manage work across 3 operating platforms. Salesforce, JD Edwards

Responsibilities

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.
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.
Research new leads through lead service, setting up saved searches and locating leads based on our market segments.
Vet all sample orders from website, calling customers to find out more project information before shipping samples and qualifying what could be a new lead.
Responsible for maintaining all customer accounts and contacts within the CRM system.
Complete weekly tasks generated through CRM through customer accounts and opportunities.
Responsible for distributing all formal quotes & coordinating the pricing structure with the AE to stay within budget.
Run reports for sales managers, AE’s and market segment managers based on past revenue history and sales number goals.
Recommend products for various technical spaces within facilities. Sometimes review take-offs and drawings with an understanding of blueprints.
Manage sales splits through CRM to ensure proper sales commissions.
Manage inventory levels with customers to make sure nora meets their demanding installation schedules.
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.
Main point of contact in AE’s absences such as medical leave, maternity leave, vacation times and during instances of open territories (no rep). During these absences, the CSS is responsible for both their job responsibilities as well as the AE’s.
Initiate scheduling resources for demanding projects such as technical and maintenance support.
Work alongside technical team to ensure mock-ups and sales trials are created and shipped out in a timely manner.
Create weekly agendas highlighting where the team needs to focus. Focusing on opportunities that need more attention to move through the CRM funnel. A recap is sent out after the call.
Conduct 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.
Participate in once a month market segment development call.
Create return authorization forms, credits, and debits. Working with management for approvals and terms of the return/credit.
Follow up with awarded contractors to obtain POs in order to meet monthly sales numbers.
Manage all POs from A to Z from processing, sending backorders to purchasing and then updating the order with the batch allocation.
Send all order confirmations with correct estimated delivery dates, checking for accuracy before being send.
Put together freight quote request sheets and work directly with the warehouse to get freight costs for expedited orders and customer carrier choice.
Responsible for running weekly open order reports to better manage our sales orders. While helping finance and warehouse organize their monthly numbers and inventory.
Working with purchasing to manage the customs process.