Customer Success Specialist

interface; Salem (NH); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Interface in Salem, NH is seeking a Customer Support Specialist to keep projects moving, support customers, and partner with Account Executives to grow the business.

You will collaborate with internal teams, manage CRM-based processes, coordinate product samples, and help ensure on-time delivery while delivering excellent service.

Qualifications

• Ability to prioritize multiple, simultaneous assignments in a fast paced environment.
• Strong interpersonal communication skills.
• Strong team mentality.
• Technical aptitude and ability to learn and retain product specs, installation processes and uses.
• Experience using Microsoft Office Suite.

Responsibilities

• Manage projects of high complexity within our CRM system by overseeing all sales phases from lead to PO. CSS touches every aspect from start to end.
• Call on Flooring Contractors, General Contractors, Architects, Designers, and End Users; act as the outfacing team.
• Complete weekly CRM tasks across customer accounts and opportunities.
• Recommend products for technical spaces within facilities; review take-offs and drawings as needed.
• Manage inventory levels with customers to ensure nora products meet schedules.
• Assist customers in selecting colors when inventory is limited; arrange samples and new color options.
• Coordinate with technical team to create/shipping mock-ups and sales trials on time.
• Lead weekly AE calls reviewing 30-60-90 reports and next steps.
• Follow up with awarded contractors to obtain POs to meet monthly sales targets.
• Prepare freight quote requests and coordinate with warehouse for costs and carrier selection.
• Collaborate with Purchasing to manage customs process.

Skills

Prioritization

Interpersonal communication

Team mentality

Technical aptitude

Microsoft Office

Tools

Salesforce

JD Edwards

ERP system

CRM system

Job description

Interface is a global flooring and sustainability leader dedicated to rethinking how spaces work for people and the planet. Our portfolio includes Interface® carpet tile and LVT, nora® rubber flooring, and FLOR® premium area rugs. Across every brand, we innovate in a way that combines design, performance, and sustainability - without compromise.

Trusted by architects, designers, and building professionals worldwide, we help bring bold visions to life with solutions that deliver real, measurable impact. Building on more than 30 years of sustainability progress and industry-first innovation, we remain all in on our goal of becoming carbon negative by 2040, without the use of offsets.

Location: Salem, NH | Hybrid Work Model

Are you a relationship-builder who enjoys being the person who keeps things moving? As a Customer Support Specialist, you'll play an important role in supporting our customers and partnering closely with Account Executives to grow and sustain the business.

You'll be part of a collaborative team where your organization, communication, and problem-solving skills make a real impact. From helping ensure products and services are delivered accurately and on time to working through challenges alongside your teammates, you'll help create a great experience for both our customers and our internal teams.

Responsibilities include, but are not limited to, the following:

• Manage projects of high complexity within our CRM system by overseeing all sales phases from when the project is a new lead, to developing, subsequently to bringing PO's in. The CSS touches every aspect of the project from beginning to end.
• Call on Flooring Contractors, General Contractors, Architects, Designers, and all End Users (hospitals/higher ED, K-12 ext.). Act as an outfacing team, who talks to all customers.
• Complete weekly tasks generated through CRM through customer accounts and opportunities.
• Recommend products for various technical spaces within facilities. Sometimes review take-offs and drawings with an understanding of blueprints.
• Manage inventory levels with customers to make sure our nora product meets their demanding installation schedules.
• Work with customers to change colors when inventory is not available, by checking alternate colors & sending all parties involved new samples to get a new color selected.
• Work alongside technical team to ensure mock-ups and sales trials are created and shipped out in a timely manner.
• Conduct weekly calls with the AE in which the 30-60-90 report is reviewed and sales phases are assessed for accuracy. Next action steps or activities are then generated.
• Follow up with awarded contractors to obtain POs in order to meet monthly sales numbers.
• Put together freight quote request sheets and work directly with the warehouse to get freight costs for expedited orders and customer carrier choice.
• Working with purchasing to manage the customs process.

Required Skills:

• Ability to prioritize multiple, simultaneous assignments in a fast paced environment
• Strong interpersonal communication skills
• Strong team mentality
• Technical aptitude and ability to learn and retain product specs, installation processes and uses
• Experience using Microsoft Office Suite

Preferred Skills:

• Understanding of the construction process and timeline
• Understanding of international shipping and customs process
• Experience using an ERP system
• Experience using a CRM system
• Ability to manage work across 3 operating platforms. Salesforce, JD Edwards

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard,
• Specific vision abilities required by this job include close vision requirements due to computer work.

#LI-Hybrid

Learn more about Interface (NASDAQ: TILE) and our brands at interface.com and FLOR.com. Join us on Facebook, Instagram, LinkedIn,and Pinterest.

We are 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.