Customer Success Specialist

About the position

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.

Responsibilities

• 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

Requirements

• High School Diploma
• 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

Nice-to-haves

• College Degree preferred

Benefits

• Hybrid work environment