Sales Support Specialist, Hospitality

Waterworks•Danbury, CT

7d•Hybrid

About The Position

The Client Support Specialist, Hospitality/Multi Unit partners with the sales team and leaders to achieve maximum profitability through effective order management and resolution of client issues, while delivering a luxury brand experience. The role owns the full order lifecycle, from pre-order activities through shipment, and supports client meetings, samples, inventory transfers, refunds, and payments. The ideal candidate is highly organized, passionate about design, customer-centric, and comfortable working in a fast-paced environment. This is a hybrid role requiring onsite presence at least three days per week at Waterworks’ Global Corporate Office in Danbury, Connecticut. Travel to client meetings may be required up to 10% of the time.

Requirements

At least 3 years of administrative or project management experience.
Strong organizational skills.
Ability to manage multiple tasks and priorities.
Strong verbal and written communication skills.
Technology proficiency, including Microsoft Office.
Motivation to exceed goals and client expectations.

Nice To Haves

Art or interior design experience.
Luxury retail or service experience.

Responsibilities

Deliver exceptional customer-centric service and order management to internal and external customers.
Own the order management process from pre-order through delivery.
Perform operational duties supporting the sales channel, including samples, inventory transactions, shipments, and refunds.
Support sales efforts through quoting, order entry, sample requests, and processing and collecting payments.
Proactively manage new and existing open orders, coordinating with order contacts to ensure products arrive at the right place at the right time.
Manage communications between internal departments and external clients to ensure order accuracy, timely delivery, and client satisfaction.
Partner with CMM, Client Services, and Technical Support to resolve client issues promptly and to the client’s satisfaction.
Coordinate with freight companies to track shipments and arrange seamless deliveries, making adjustments in accordance with Freight Accommodations Guidelines.
Complete order notes to maintain consistent communication about order status.
Maintain requested delivery dates in line with client expectations and company guidelines.
Collect deposits or balance payments and arrange payment of balances due before shipment.
Facilitate completion of signed terms and conditions.
Respond to client inquiries in a timely and professional manner.
Adhere to team guidelines and values.
Complete other assigned duties or projects related to order and project management.