Customer Success Specialist

Interface Americas - LaGrange, GA

Full-time

LaGrange, GA

Merchant Wholesalers, Nondurable Goods

About the position

The Customer Success Specialist at Interface Americas, Inc. is responsible for providing proactive customer service to both internal and external customers. This role involves managing order processes, ensuring timely communication, and resolving issues to maintain customer satisfaction. The specialist acts as a liaison between customers and various departments within the company, focusing on efficient delivery and problem resolution.

Responsibilities

• Manage the order process flow to solve, avoid, or minimize customer delays.
• Continuously review and follow up on reports to identify potential delays on orders.
• Communicate timely and daily via phone and email, following up on all internal and external requests.
• Monitor Planned Promise Dates versus Customer Requested Dates to proactively work on solutions before contacting customers.
• Act as a liaison between the customer and 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 requests with Supply Chain, Financial Service, and external freight carriers to ensure steady communication and prompt delivery, resolving any issues preemptively.
• Collaborate with fellow Customer Success colleagues to share best practices.
• Participate and support company initiatives.
• Maintain housekeeping and comply with safety rules and environmental regulations.
• Perform other duties as assigned by management.

Requirements

• High School Diploma; College Degree preferred.
• Minimum of two years of experience in Customer Service or Planning.
• Ability 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 think quickly, research, and troubleshoot effectively.
• Excellent communication skills with a track record of providing successful solutions.
• Strong computer literacy with Microsoft applications and knowledge of ERP and CRM systems.
• Ability to work in a team-based environment and manage projects from conception to completion.
• Demonstrated success in working under pressure and handling multiple tasks/priorities.

Nice-to-haves

• Some international experience is required.
• Familiarity with import/export laws, terms and conditions, and shipping requirements.
• Knowledge of letters of credit and international banking.