Customer and Sales Support Specialist

Description

Purpose

The Customer and Sales Support Specialist will be the iLoveToCreate liaison between our company and its current customers. This role is responsible for effectively solving customer requests, completing customer set-ups, and entering customer orders while keeping customer satisfaction at the core of every decision and behavior. The position is also responsible for assisting the Sales Managers with presentations, meeting prep, coordinating customer product and project samples and facilitating remarketing initiatives for customers as assigned.

Position Accountable for the Following Key Results

• Performs key job duties while upholding the Company’s Mission & Guiding Principles.
• Maintain expert product knowledge of our Craft product lines including Tulip, Aleene’s and ColorShot.
• Manage inbound and outbound calls, chats, and emails in a timely manner.
• Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives.
• Gather, pack, and ship consumer replacement products when needed.
• Responsible for all internal departmental orders and tracking.
• Support, service, and remarket to Wholesale and Distributor accounts.
• Process new order intakes efficiently and effectively.
• Manage International order processing and post shipment documentation.
• Field new customer leads coming in through Zendesk and determine next steps for setup.
• Make and edit customer presentations.
• Print and ship hard copies of presentation with subsequent mockups, samples, and models for buyer meetings and customer planogram rooms.
• Execute Customer Commitments in a timely manner.
• Input cross reference, pricing, and customer addresses in LX system.
• Be prepared to run reports and pull information as needed.
• Liaison with Sales, Planning, Brand and Operations Teams to field and coordinate information as needed.
• Receive deliveries, greet onsite customers/visitors.
• All other duties as assigned in support of the future growth and success of iLoveToCreate.
  
  

This job profile is subject to change with/without advance notice due to the business needs.

Talent Profile

• Proficient in Excel, Word, PowerPoint, and Outlook
• Concise communication skills, verbal and written.
• Customer focus and adaptability to work cross-functionally.
• Knowledge and appreciation for the creative/DIY consumer.
• Ability to multi-task, set priorities and manage time effectively.
• Problem solving and decision-making skills.
• Attention to detail and focus on accuracy.
  
  

Behaviors and Personal Attributes

• Positive and friendly attitude regarding all duties and tasks.
• Maintain professionalism in difficult situations.
• Navigates tough conversations with tact and respect for all parties involved.
• Excellent communication skills.
  
  

Requirements

Education and/or experience

• Some college or Associate’s (2 year) degree preferred
• Retail Experience or Sales Experience
  
  

Licenses, certificates, registrations

• Microsoft Suite (Word, Power Point, Outlook)
• Excel (Intermediate or Advanced Required)
• Google Drive (Drive, Docs, Sheets, Slides)
• Zendesk, Customer Portals Preferred
  
  

Physical demands

• While performing the duties of this position the employee is regularly required to stand, walk, reach above/below shoulder level.
• Occasionally required to lift/carry/push up to 40 lbs, repetitively use both hands/arms/shoulders, forward bending/stooping and light grasping and fine dexterity of both hands. Ability to participate in a team lift for any lifting necessary over 40 lbs.