What are the responsibilities and job description for the Customer Success Specialist position at Interface Americas, Inc?
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.
Position summary:
The Customer Success Specialist will provide proactive customer service to internal and external customers. The individual is responsible for order management and steady communication to ensure customer satisfaction for prompt and accurate delivery of products. This individual will serve as a liaison to the Customer and the cross-functional departments within Interface, providing quick resolution and efficiency if an issue occurs.
Educational requirements:
* High School Diploma
* College Degree preferred
Skills and Experience:
* Minimum of two years of experience in Customer Service or Planning
* Able to create a positive customer experience, both internally and externally
* Skilled at maintaining self-control in difficult situations and dealing with individuals in an uplifting manner
* Ability to be a quick thinker, research and troubleshoot
* Excellent communication skills; success with providing solutions where the desired end result is successfully met
* Strong computer literacy with Microsoft applications and knowledge of ERP and CRM systems
* Able to work in a team-based environment and manage projects from conception to completion
* Demonstrate success in working under pressure and handling multiple tasks/priorities
Essential Duties
* Manage the order process flow; work to solve, avoid, or minimize customer delays
* Continuous review and follow-up of reports to identify potential delays on orders
* Timely and daily communication via phone and email; through follow-up on all internal and external requests
* Monitor Planned Promise Dates versus Customer Requested Dates to proactively work on solutions prior to contacting
* Liaison of the Customer to Manufacturing for order improvements, changes, cancellations, and updates
* Authorize shipping of orders by verifying allocation quantity, special instructions, ship to address, customer financial services, purchase order information and carrier selection
* Manage Customer's request with Supply Chain, Financial Service, and external freight carriers to ensure steady communication and prompt delivery; work to resolve any issues preemptively
* Collaborate with fellow Customer Success colleagues to share best practices
* Participate and support company initiatives
* Maintain housekeeping; comply with safety rules and environmental regulations
* Be aware of the departmental Material Safety Data Sheets (MSDS)
* Perform Other duties as assigned by management
Additional Duties Required for International Customer Success Only:
* Provide Proforma invoices including all export charges
* Obtain export freight rates and arrange for export shipments
* Submit required documents for customers to obtain permits and arrange product inspections by local government
* Provide all export documents for each shipment
* Aid Domestic Customer Care Professionals or Domestic orders for export
Additional Duties Required for Government Customer Success Only:
* Provide quotes to GSA customers on contract items
* Be familiar with current Government contact product, pricing, and policies
* Provide proper coding on government orders for reporting purposes and payment of administrative fees
* Develop extensive knowledge of products and sample availability
* Track and confirm delivery
Additional Duties Required for Hospitality Customer Success Only:
* Enter in Hospitality orders into JDE and cross-reference to see if available in CRM
* Understand Customer's purchase order requirements and potential delivery limitations
* Detailed management of each order; work with Customer and Interface departments to ensure timely and accurate delivery
Physical demands:
Frequent keyboarding
Work environment:
Office environment
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