Customer Success Specialist

$45,000 - $45,000/Yr

Hester And Cook - Nashville, TN

Full-time - Entry Level

Nashville, TN

About the position

The Customer Success Specialist at Hester & Cook Design Group, Inc. plays a vital role in supporting the Visual & Design team and enhancing customer satisfaction. This position requires strong relationship-building skills, project management capabilities, and a detail-oriented approach to ensure best-in-class support for the company's wholesale customers. The specialist will manage order fulfillment, respond to customer inquiries, and provide technical support across various platforms, contributing to the overall success of the customer experience.

Responsibilities

• Act as the primary point of contact for all incoming calls to Hester & Cook.
• Fulfill wholesale orders for all Hester & Cook customers and ensure order accuracy.
• Manage credit card declines, holds, and release orders for timely shipping.
• Import orders from all platforms for fulfillment and monitor weekly AR reports.
• Clear all orders for inventory as needed and respond to new customer inquiries.
• Manage zip conflicts for wholesale customers and create call tags for orders.
• Process claims and troubleshoot online ordering issues for wholesale and online customers.
• Assist in order fulfillment for Territory Reps and provide reporting of wholesale customers as needed.
• Manage all wholesale platforms to support the wholesale infrastructure and assist with shipping and billing processes for major accounts.
• Support the internal team during wholesale markets and work collaboratively across departments.

Requirements

• 2-5 years of inside sales or customer service experience.
• Strong verbal and written communication skills.
• Technically oriented thinker with preferred experience in ERP platforms for order fulfillment processes.
• Expert proficiency in Office 365 products, especially Excel.
• Experience in database management is a plus.
• Self-motivated, independent, and strategic thinker with a positive attitude.

Nice-to-haves

• Experience in conflict resolution.
• Passion for retail accounts and effective merchandising strategies.
• Ability to ask open-ended questions and understand customer needs.

Benefits

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance