Customer Success Specialist

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 Customers 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 Customers 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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