Office Location: Suite 300 - 222 Merchandise Mart Plaza - - - -
Date posted: 17-Sep-2021
Business Function: Customer Service
Position Type: Full-Time/Regular
Description
Who we are:
Designtex is the leading company in the design and manufacturing of applied materials for the built environment. A recognized innovator, we are known for our rigorous and dedicated approach to research and development of textiles and wallcoverings with reduced environmental impact. Our ongoing efforts toward greater sustainability inform every product in our catalog. By sharing our insights through open patents and leadership within standard-setting industry organizations we aim to benefit the industry as a whole. We offer an evolving catalog of over 8,000 materials. They are specified by designers for corporations, government and private institutions, education, retail, hospitality and healthcare environments, as well as entertainment and sporting arenas in the United States and around the world.
Why people choose to work with us:
Let's start with the cool workspace-after all, that's our business. But that's just one of the ways we help people like you do their best work. We encourage curiosity and critical thinking; we embrace wellbeing in its broadest sense, and we provide mentorship and inspiration at every step of your career journey.
We're hiring a Sales Support Specialist to join our team in Chicago.
What you will be doing:
Deliver timely support to assigned Designtex Sales Representatives to establish and maintain an effective customer experience.
Support up to four assigned Sales Representatives with sales-related support associated with business opportunities / sales orders in their territory.
Answer the Company's ACD call line and provide customer assistance in a timely and thorough manner.
Maintain up to date on the Company's products, to enable timely and accurate assistance to sales representatives and customers.
Assist assigned Sales Representatives with the entry and maintenance of Project Central.
Actively participate in key projects to assist your assigned Sales Representatives with delivering exceptional customer experiences and in identifying and developing business opportunities.
Supplement and partner with pricing team in the management and resolution of credits, invoicing, and order pricing corrections.
Work with internal and external customers to determine order status and disposition.
Assist with the removal or delivery of canceled, rescheduled, and sample orders from sales representatives.
Provide daily support on all pre-sale and order management of Designtex projects, including product quoting, order updates, changes, acknowledgements, and assistance with customer questions, as needed.
Assist customers with specific furniture manufacturer approvals (i.e., Coalesse, Steelcase.)
Supplement Designtex Sales Representatives by providing back-up coverage on voicemail greetings / email auto response for sales when on vacation or out on calls and immediate response is required.)
Manage key account programs with SPOC.
Engage in daily order review to actively identify orders for projects and ensure accurate specifier assigned. Ensure all pre-order commitments are supported as orders are processed.
Review and track sample entry from prior day, ensuring all overnight samples were delivered to customer on time.
Daily entry and resolution of price quotes, reserves, cutting for approval and claims.
Cross-train and supplement Order Specialists in times of high volume / business needs.
Initiate new account additions, including completing forms for new account, when opportunities are identified.
Provide project management assistance including pre-orders, watching stock levels and ensuring order stock is being utilized. Maintain current programs via Deal program and Project Central.
Provide feedback to marketing, sales and IT as opportunities for process improvement are identified (includes sales materials, website, spec guide, product feedback, etc.)
Engage in continuous personal improvement to pursue training and knowledge on Designtex products and processes.
Assist in showroom customer traffic and maintain sample levels, as applicable.
Liaison between Technical Services personnel and customer to obtain testing data, finish information, specification data, hanging instruction and warranty information. Follow-up on custom and large quantity projects with Sales Team.
Assist with processing and problem resolution of customer orders, research documents and reference material for required solutions.
Support order management quality.
Complete various projects and reports as requested by Area Support Manager or Manager, Customer Experience.
Designtex provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements.
Required Education/Experience:
Experience in the textile A&D industry highly desired.
Bachelor's degree or equivalent professional experience.
Minimum of two (2) years of customer service related experience required.
Ability to effectively communicate in a professional manner with internal and external customers.
Demonstrated knowledge of Microsoft Office and CRM software required.
Ability to work in minimally supervised situations and ability to handle non-standard events.
Ability to develop and recommend new and/or modified operating policies that enhance the customer experience.
Ability to effectively analyze and interpret order requests to ensure accuracy of order entry.
Proficient in AS400 Order processing systems.
Strong interpersonal skills.
Good understanding of Designtex's order processes from order entry to final customer invoicing.
Ability to handle multi-problem situations within a limited time frame.
Ability to make decisions quickly and accurately with no direct supervision.
Ability to effectively organize workload to accomplish assigned tasks in a timely and accurate manner.
Ability to recognize problems and act on them.
Ability to effectively juggle multiple priorities and strong follow-up skills.
Ability to work with and understand multiple computer systems and support systems.
Proficient in the use of basic technology programs such as Word, Excel and Outlook.
Strong organizational skills with high level of attention to detail.
Ability to solve problems through cross-functional integration.
HowtoApply:
We invite you to submit your resume/CV through our careers page.
We are proud to have a diverse and inclusive workforce, and we're always looking to get better. We value applicants who are comfortable interacting with people different than themselves. Women, people of any race or national origin, lesbian, gay, bisexual, and transgender people, veterans, working mothers and fathers, and everyone else is all invited to apply.
We seek to find the best person to fill this role and will not discriminate based on race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, veteran status, or any other characteristic prohibited by law.
