Customer Success Specialist

Position Summary

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.  

Primary duties & Responsibilities:

Customer Success Team Duties 

  • Primary point of contact for all incoming calls to Hester & Cook Wholesale 
  • 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 Manger-Key Accounts as needed.  

Platform and Infrastructure Support

  • Provide support to the wholesale infrastructure through management of all wholesale  platforms including SoloVue, Faire, Ribbon & MarketTime.
  • 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 as needed in a sales capacity during market season (January, February, June, July). 
  • 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 Manager 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 Suite 106, 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.