Overview

We created Pair to give organizations and designers one place to create beautiful, one-of-a-kind furniture. We believe great design makes the workplace better. It improves the way we share ideas and connect with each other and our work. That's why we're giving you more ways to make office furniture your own. You won't find a complex process, long lead ties, or fine print here. Just a collaborative partner who wants to help you make something great. We're more than furniture makers here. We're designers, collaborators, and industry veterans who understand the ins and outs, up and downs, and challenges that come with designing solutions that not only look good but work.

Compensation: $90,000K - $100,000K/Annually 

Benefits Package:

• 15 days of PTO
• 8 Paid holidays
• Medical/Dental/Vision Insurance
• Profit Sharing
• 401k Employer Match
• Wellness App with reimbursement of up to $500/year

Position Summary

Location: San Francisco, CA

Hours: Day Shift (Hybrid on-site)

The Customer Experience Lead roll works directly with inside and outside sales reps, house accounts, dealers (distributers/installers), and end users, delivering an exceptional Pair experience. This position requires a high attention to detail, a general understanding of business operations, experience in furniture (preferably commercial office furniture), and an ability to manage a variety of sales and client relationship requirements. The Customer Experience Lead collaboratively works within a cross-functional team and is instrumental in supporting many of the day-to-day functions of the organization.

Essential Functions:

• Full time role based out of the San Francisco flagship showroom.
  • Generally required to be in the office at least 2 days a week, every week. 

• Elevate the Client Experience
  • In this role you will be a primary point of contact for general questions, both pre-order and post-order. Be articulate and precise, yet friendly and welcoming in your communications.
  • Be a solutions-oriented individual with goals of building customer loyalty by providing an exceptional experience.
  • Build and strengthen relationships through technology. 

• Sales Support
  • Be the face of the company, alongside inside sales and outside sales reps. Answer and route inbound inquiries and leads. Promote the company and products in every interaction.
  • Curate and provide product information, create and transmit quotes to clients, and aid in the specification process.
  • Assist dealers with standard quote or ROM requests, rendering requests, lookbooks and other design resources.
  • Record and track sales opportunities in Salesforce for house accounts. Manage RFP (request for products) inquiries for house account.
  • Host and facilitate outbound calls and zoom meetings/project meetings. Tie all internal and external parties together through intentional and effective communication.
  • Anticipate customers’ needs and identify sales opportunities. Boost sales through upselling opportunities for house accounts.
  • Process, pull, and ship finish sample requests.
  • Support the implementation of internal sales initiatives for continuous improvement. 

• Operations Support
  • Keep up with product and service information/updates.
  • Assist with order entry (Review orders for mistakes and push orders from CPQ into Oracle).
  • Transmit and ensure Validation Packages are signed in a timely manner by customers.
  • Send order status updates to clients. Provide tracking, POD information, and installation instructions to clients post order.
  • Track any post-installation punch items or warranty claims by creating and monitoring cases in Salesforce

Qualifications:

Education/Experience

Associate’s (A.A.) Degree from a two-year college or university; or minimum 2 years of sales or operations experience; or equivalent combination of education and experience; prior knowledge of commercial office furniture a plus; thorough knowledge of systems products a plus.

Knowledge/Skills/Abilities

• Experience working in a fast-paced sales or design sales environment.
• Experience in commercial furniture, industrial design, or interior design sectors.
• High level of experience working with Salesforce or similar CRM software and/or ability to quickly master internal computer operating systems.

• Exceptional customer service skills with ability to provide friendly, professional service to staff and clients.
• Must be self-motivated and able to accomplish tasks with minimal supervision.
• Excellent communication skills, both written and verbal.
• Complex reading and writing skills, basic math skills, judgment/decision making, analysis/comprehension.

• Strong attention to detail and be able to anticipate client needs.
• Work independently as well as in a team environment.
• Analytical and problem-solving skills; planning and organizational skills.
• Display empathy, understanding and patience with employees and external customers.

Physical Requirements

• Ability to sit for extended periods.
• Seeing, color perception, hearing/listening, clear speech, touching (dexterity).

Working Environment

Regularly works with a Team and may work alone at times. Generally, works in an office environment with moderate noise.

If this sounds like the right opportunity for you, please apply with your resume today. We look forward to connecting with you!