Customs Lead

Phillip Jeffries•Fairfield, NJ

1d•$68,000 - $70,000•Hybrid

About The Position

At Phillip Jeffries, we believe beautiful design begins with passion, integrity, and connection. What started in 1976 as a small family business with just ten grasscloths in a New Jersey garage has grown into a global luxury brand offering more than 1,000 wallcoverings to designers and architects around the world. Through decades of growth, our values remain the foundation of everything we do. We are committed to craftsmanship, creativity, and delivering exceptional experiences at every touchpoint. If you’re inspired by thoughtful design, meaningful relationships, and being part of a team that’s shaping extraordinary interiors, we invite you to apply for the Customs Lead. In this role, you will provide essential support our clients make their custom wallcovering come to life. This position would be required in the Fairfield, NJ office atleast 3 days per week with the reminder based in your home office reporting to the Sales Support Director , Contract

Requirements

Experience in customer service, minimum 3 years
Demonstrated effectiveness in customer project support
In-depth knowledge of customer service best practices for custom projects
In-depth knowledge of how to value engineer materials to win a project
Deep understanding of the commercial industry and project lifecycle to aid in support
Exceptional communication skills with the ability to build relationships, and follow up with sales reps, clients and Phillip Jeffries factories

Nice To Haves

Background in interior or wallcovering industry preferred but not required

Responsibilities

Serve as a primary point of contact for client inquiries via phone, email, and Teams.
Develop strong product knowledge to guide clients through custom options across vinyl, digital, naturals, and textiles.
Prepare quotes, proposals, and sales orders with accuracy and attention to detail.
Coordinate sample and strike‑off shipments and track all deliveries.
Resolve customer issues and claims, escalating when needed.
Support data entry, payment processing, and web account setup.
Provide quantity estimates and general project guidance when appropriate.
Manage custom projects from initial strike‑off request through final shipment.
Track timelines and ensure deadlines are met for approvals, meetings, and onsite needs.
Act as the liaison between internal teams, vendors, sales reps, and clients.
Proactively identify issues related to pricing, development, or delays and help drive solutions.
Maintain accurate CRM records, including project notes, images, and updates.
Hold regular check‑ins with sales reps to review active projects and next steps.
Partner closely with assigned sales territories to support all custom project needs.
Review client contracts to ensure PJ products meet project requirements.
Coordinate with Supply Chain, Logistics, and Finance to ensure smooth order fulfillment.
Support custom digital inquiries and provide pricing guidance in collaboration with sales reps.
Track strike‑off progress and communicate updates to the sales team.
Provide coverage for other territories when needed.
Serve as the connection between designers, mills, sales reps, and clients on custom projects.
Work with the design team to escalate artwork approvals and track sample progress.
Maintain confidentiality around proprietary mill capabilities.
Match projects with the correct production method based on timeline, budget, and aesthetic.
Maintain custom libraries, trackers, and documentation, including quarterly audits.
Support new custom production methods and communicate market needs to the design team.
Assist with process improvements, documentation updates, and training for team members.

Benefits

Competitive salary rate ranging from $68,000-$70,000, based on your experience in customer service and sales supported based roles
Sales Support Quarterly Bonus Plan
Annual bonus opportunity to reward your performance
Cost of Living increases that honor your growth and commitment
Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required
Comprehensive medical coverage with employee premiums as low as $40 per month
Coverage options for spouse, domestic partner, civil union partner, and family
Health Reimbursement Account (HRA) to offset medical expenses
Prescription, dental, and vision coverage to support whole-person wellness
Flexible Spending Accounts (FSAs) for healthcare and dependent care
Employee Assistance Program that supports your mental, financial, and physical well-being
Pet insurance for your four-legged companions
16 paid personal days each year to relax, recharge, or travel
Paid holidays including New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve
Additional paid time off during our annual company closure between Christmas and New Year’s
Earn extra paid time off by completing your annual wellness physical
Up to three paid days each year to give back through volunteer work
Structured onboarding with clear 30, 60, and 90-day milestones and continued training for long-term success
Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home
Access to Working Advantage with discounts on travel, entertainment, and everyday purchases