Customer Success Specialist

Interface, Inc.; Salem; On-site; INR 600,000 - 900,000; Full time

Job summary

Interface, Inc. is seeking a Customer Support Specialist to work closely with Account Executives, ensuring quality and timely delivery of services and products.

The role will manage CRM-driven sales processes, coordinate with contractors and end users, and drive opportunity development through the CRM funnel. The successful candidate will handle quotes, pricing alignment, reporting, and coordination across logistics, warehouse, and procurement teams to meet monthly targets.

Qualifications

• Ability to prioritize multiple assignments in a fast-paced environment.
• Strong interpersonal and communication skills.
• Team mentality and collaborative problem-solving.
• Technical aptitude for learning product specifications, installation processes, and uses.
• Experience using Microsoft Office Suite.

Responsibilities

• Manage high-complexity projects within the CRM system, overseeing all sales phases from new lead to purchase order.
• Serve as the primary point of contact for flooring contractors, general contractors, architects, designers, and end users.
• Research new leads through lead service, set up saved searches, and identify opportunities based on market segments.
• Vet sample orders, contact customers for project information before shipping samples and qualifying potential leads.
• Maintain all customer accounts and contacts in the CRM, completing weekly tasks and updates.
• Track and manage sales commission splits through the CRM.
• Distribute formal quotes and coordinate pricing with Account Executives to stay within budget.
• Generate and run sales reports for managers, providing insights on revenue history and goal attainment.
• Recommend products for technical spaces, review take-offs and drawings, and interpret blueprints.
• Monitor inventory levels, coordinate color changes, and provide new samples to clients as needed.
• Act as the main point of contact during Account Executive absences, handling all related responsibilities.
• Initiate scheduling resources for demanding projects and collaborate with the technical team on mock-ups and sales trials.
• Create weekly agendas and focus on advancing opportunities through the CRM funnel.
• Conduct weekly conference calls with Account Executives, reviewing 30-60-90 reports and assessing sales phases.
• Participate in monthly market-segment development calls.
• Create return authorization forms, credits, and debits, coordinating approvals with management.
• Follow up with awarded contractors to secure purchase orders and meet monthly sales targets.
• Handle all purchase orders from receipt to completion, including back-order processing, batch allocation, and confirmation delivery dates.
• Prepare freight quote request sheets and collaborate with the warehouse to determine expedited freight costs.
• Run weekly open-order reports and assist finance and warehouse with monthly numbers and inventory.
• Manage customs processes in coordination with procurement.

Skills

Prioritization

Interpersonal & communication

Team collaboration

Technical aptitude

Microsoft Office

Tools

Salesforce

JD Edwards

ERP systems

CRM systems

Job description

Customer Support Specialist

The Customer Support Specialist (CSS) works closely with Account Executives to develop and sustain business, ensuring quality and timely delivery of services and products.

Job Responsibilities

• Manage high‑complexity projects within the CRM system, overseeing all sales phases from new lead to purchase order.
• Serve as the primary point of contact for flooring contractors, general contractors, architects, designers, and end users.
• Research new leads through lead service, set up saved searches, and identify opportunities based on market segments.
• Vetting sample orders, contacting customers for project information before shipping samples and qualifying potential leads.
• Maintain all customer accounts and contacts in the CRM, completing weekly tasks and updates.
• Track and manage sales commission splits through the CRM.
• Distribute formal quotes and coordinate pricing with Account Executives to stay within budget.
• Generate and run sales reports for managers, providing insights on revenue history and goal attainment.
• Recommend products for technical spaces, review take‑offs and drawings, and interpret blueprints.
• Monitor inventory levels, coordinate color changes, and provide new samples to clients as needed.
• Act as the main point of contact during Account Executive absences, handling all related responsibilities.
• Initiate scheduling resources for demanding projects and collaborate with the technical team on mock‑ups and sales trials.
• Create weekly agendas and focus on advancing opportunities through the CRM funnel.
• Conduct weekly conference calls with Account Executives, reviewing 30‑60‑90 reports and assessing sales phases.
• Participate in monthly market‑segment development calls.
• Create return authorization forms, credits, and debits, coordinating approvals with management.
• Follow up with awarded contractors to secure purchase orders and meet monthly sales targets.
• Handle all purchase orders from receipt to completion, including back‑order processing, batch allocation, and confirmation delivery dates.
• Prepare freight quote request sheets and collaborate with the warehouse to determine expedited freight costs.
• Run weekly open‑order reports and assist finance and warehouse with monthly numbers and inventory.
• Manage customs processes in coordination with procurement.

Required Skills

• Ability to prioritize multiple, simultaneous assignments in a fast‑paced environment.
• Strong interpersonal and communication skills.
• Team mentality and collaborative problem‑solving.
• Technical aptitude for learning product specifications, installation processes, and uses.
• Experience using Microsoft Office Suite.

Preferred Skills

• Understanding of construction processes and timelines.
• Knowledge of international shipping and customs procedures.
• Experience with ERP systems.
• Experience with CRM systems.
• Ability to manage work across multiple platforms: Salesforce, JD Edwards.

Physical Requirements

Employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard. Specific vision abilities include close‑vision tasks due to computer work.

EEO Statement

Interface is a VEVRAA Federal Contractor. We desire priority referrals of Protected Veterans for job openings at all locations within the State of New Hampshire. An Equal Opportunity Employer including Veterans and Disabled.