What are the responsibilities and job description for the CUSTOMER SUCCESS SPECIALIST position at HESTER & COOK?
The Customer Success Specialist at Hester & Cook Design Group, Inc. is a key role within the company, supporting the Visual & Design team as well as Customer Success. This highly relational individual is comfortable building relationships, has strong project management skills, is detail and solution-oriented, and comfortable with technology. Additionally, this individual is passionate about delivering best in class support to the entire Hester & Cook team.
CUSTOMER SUCCESS TEAM PRIMARY DUTIES AND RESPONSIBILITIES:
- Primary point of contact for all incoming calls to Hester & Cook (Wholesale, Retail & Online)
- Order fulfillment for all Hester & Cook wholesale customers
- Input all orders and check for accuracy
- Mange credit card declines, holds, & release orders for shipping in a timely manner
- Import orders from all platforms for fulfillment
- Monitor weekly AR reports and make calls as needed on net 30 customers
- Clear all orders for inventory (as needed)
- Respond & manage all new customer inquiries
- Manage zip conflicts for wholesales customers
- Create call tags for wholesale customer orders
- Process all claims
- Ability to trouble-shoot and solve online ordering issues with Wholesale & Online Customers.
- Assist in order fulfillment for all Territory Reps
- Rep samples
- Assist as needed for market season prep
- Provide reporting of Wholesale Customers as needed (SoloVue & Track Via)
- Provide support for Customer Success Manager & Customer Success Manager-Key Accounts as needed.
Platform and Infrastructure Support
- Provide support to the wholesale infrastructure through management of all wholesale platforms including SoloVue, Faire, Tundra, Ribbon & Brandwise.
- Work within all third-party platform to help support shipping and billing process for all Major Accounts.
Wholesale Market Support
- Work with internal team to provide support for Wholesales markets
- Work in the Wholesale markets in a sales capacity during market season (January, February, June, July) as needed.
- Ability to work collaboratively across multiple departments to help execute an overall cohesive strategy and plan for customers.
- Attend Hester & Cook Design Group, Inc. team meetings and training as required.
- Other duties as assigned.
Qualified individuals will possess the following attributes:
- 2-5 years of inside sales or customer service experience
- Strong communication skills-both verbal and written
- Technically oriented thinker
- Preferred experience working in Enterprise Resource Planning platforms (ERP); specifically with managing order fulfillment processes through a third-party EDI Platform would be considered ideal
- Expert proficiency in using all Office 365 products with an emphasis in Excel
- Experience in data base management is a plus
- Comfortable with conflict resolution
- Self-motivated and independent thinker
- Strategic thinker
- Positive Attitude
- Passionate for retail accounts & effective merchandising strategies
- Passion for Hester & Cook products
- Ability to ask open-ended questions, listen, and understand customer needs
- Problem solve and be a resource to our customers.
- Provide industry trends and product knowledge to help our customers grow
- Comfortable in a creative culture
SUPERVISION RECEIVED:
Works under the general direction of the Customer Success Team Lead with a dotted line to the Chief Strategy Officer.
REQUIRED TRAINING:
Ability to demonstrate the competencies as outlined in this job description pertaining to Microsoft Office products.
QUALIFICATIONS:
- Understanding of the retail industry
- Comfortable with large and small group presentations.
- Critical thinker with dynamic relationship building and negotiation skills.
- Ability to persuade and influence others.
- Corporate level proficiency in MS Word, Excel, PowerPoint and computer skills.
- Excellent written and verbal communication skills.
- A Bachelor’s Degree or equivalent work experience.
- Minimum of two years of inside sales experience or equivalent combination of education and experience.
WORKING CONDITIONS:
Employee reports to Hester & Cook Corporate Office at 2728 Eugenia Avenue, Nashville, TN 37211 Hester & Cook provides access to healthcare benefits upon hire.
EXPECTATIONS FOR ALL EMPLOYEES:
Supports the organization’s mission, vision, and guiding principles. Email cover letter and resume with references to careers@hesterandcook.com, using subject line “Customer Success Specialist”. Interviews will be scheduled beginning immediately.