Are you a detail-oriented professional with a knack for technical product knowledge and exceptional customer service? We are seeking a dedicated Customer Solutions and Sales Support Specialist to be the trusted expert guiding customers through their seating solutions and supporting our sales team to achieve success from inquiry to delivery.
About the Role
As a vital member of our team, you will serve as the primary point of contact for customer inquiries, providing expert guidance on products, fabrics, pricing, and policies. Your role involves tailoring seating solutions to meet specific customer needs, troubleshooting technical issues, and ensuring premium support throughout the entire sales and order process. If you thrive in a fast-paced environment and maintain composure under pressure, this is your opportunity to make a meaningful impact by delivering high-quality, customized seating solutions that meet specialized requirements.
Key Responsibilities
Customer & Product Solutions
- Act as the main contact for customer inquiries related to products, fabric options, pricing, and policies.
- Provide accurate quotes for custom embroidery and embossing, coordinating sizing, placement, and quality checks.
- Recommend appropriate seating solutions based on customer specifications and measurements.
- Troubleshoot product use, warranty concerns, and resolve issues efficiently.
- Support showroom and consultative customer interactions with technical expertise.
- Translate complex product details into clear, understandable recommendations for customers.
Sales Support & Account Coordination
- Join sales calls as a product and process expert to support client needs.
- Assist with pricing, contracts, and managing large or key accounts.
- Maintain and update punch-out catalogs to facilitate seamless sales operations.
- Act as an internal resource for the sales team, providing product knowledge and support.
Sales Operations & Order Management
- Support contract platforms such as GSA, Omnia, Vizient, ensuring compliance.
- Resolve order issues and manage escalations promptly.
- Ensure smooth order flow with accurate processing and communication with senior level customers.
- Collaborate with teams to improve order accuracy and delivery timelines.
Qualifications & Experience
- Minimum of 5+ years in customer service, sales support, or account management.
- Excellent verbal and written communication skills.
- Proficient in handling technical product information and customer escalations.
- Highly organized with strong follow-through skills.
- Experience in manufacturing, furniture, healthcare, or B2B environments is preferred.
- Familiarity with CRM and ERP systems (NetSuite experience a plus).