Customer Service Expediting Specialist - with Great Benefits

For nearly 40 years, the company has provided quality textiles and Technology Leathers for home, office, hospitality and, contract designers. The company is one the textiles industry's most widely recognized brands of interior products, with a focus on supplying superior products and excellent customer service. 

The company is currently seeking to complement their amazing team by adding a Customer Service Expediting Specialist. The company team is dedicated to maintaining a dynamic and inclusive work environment and valuing individual talent. 

Overview: 

Process orders. Quote pricing, stock and lead times. Set up new accounts and/or update client information. Track shipments. Process payments. Assist Showroom and Outside Sales Representatives with inquiries and customer service requests. Verify tax resale certifications. Proactively recognize cross selling opportunities for discontinued and out-of-stock items. Act as a primary point of contact for back orders, returned and/or damaged goods, facilitating customer complaints and resolving problems. Ability to analyze relevant supply-chain data, along with methods to predict and improve issues pertaining to warehouse logistics. Provide feedback on the general fuctioning of the department as a required and make suggestions for improvement.

Summary: 

The Customer Service Expediting Specialist is responsible for providing proactive, solution driven service to the company's customers, vendors, sales teams, and suppliers. This a highly tactical position that oversees all aspects of the customer's experience including, but not limited to, rolling up sleeves to address concerns and inquiries, providing quotes, processing orders, creating invoices, and ultimately cultivating the customer relationship. This position requires you to be an integral part of the company team, which is dedicated to constantly working together to improve the customer experience. 

Essential Duties and Responsibilities: 

Customer Success 

• Professionally and pleasantly addresses customer inquires and concerns
• Timely respond to customers and sales representatives calls and emails related to orders, stock availability, payments, client issues, sample requests, etc
• Works with customers, sales representatives, and vendors on the pricing of goods for special/large orders
• Follow-up with customers and sales representatives to close open estimates/quotes in our system - to close the sale
• Responds to requests for information, proposals and other agreements

Order Processing

• Ensures product availability prior to order processing
• Uses QuickBooks to process client orders
• Reviews order for completeness
• Drafts invoices, contracts, and other shipment documents
• Monitors delivery dates
• Tracks product inventory and alerts relevant departments when materials are low
• Provides stock checks and product specification information as requested
• Receives and process checks and credit card payments for orders
• Manages any changes to orders
• Assists in the maintenance of CRM with data entry and data spreadsheets
• Assists Sampling Department of allocating stock in QuickBooks for goods in the warehouse

Vendor Relations:

• Orders good from vendors/mills as needed to meet sampling needs and product orders
• Locates alternative materials if an originally selected item is not in stock
• Sources products outside the normal product lines
• Maintains positive vendor relations
• Tracks and manages any vendor issues including: pricing, product quality, outages, and service levels
• Collaborates with shipping department to schedule shipments and needed shipping documentation

Cross-trains and participates in all activities across the company organization as necessary 

Other duties as assigned

Qualifications: 

• Bachelor's degree in business-related study is preferred, but not required
• 2-6 years of customer support experience and/or managing vendor relationships
• Experience in the wholesale textile industry is highly preferred, but not required
• Experience processing orders in QuickBooks or similar software is required
• Experience in supply-chain and logistics is preferred, but not required
• Excellent phone and written communication skills
• Superior time management, multi-tasking and organizational skills
• Ability to build collaborative relationships
• Problem solving 
• Computer skills including Microsoft Office Word, Excel, and Outlook
• Client Relationship Management (CRM) system experience is strongly preferred

Physical Demands: 

• Must be able to lift up to 20 pounds - stooping, bending, squatting and kneeling

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions

Work Environment: 

This work is performed in an office environment or in a warehouse setting.