Revised Position:
Position Re-name – Commercial Sales Coordinator and Customer Service Lead – Or - Sales Support Specialist and Customer Service Leader
Responsibilities
- Oversight of customer service and sales support personnel (1 other person at the moment)
- Collaborate with the National sales director to identify and develop new commercial business opportunities, including sourcing end -user contacts expanding customer relationships and exploring additional sales channels and programs such as government contracts and other strategic business opportunities.
- Act as intermediary between sales agents, specifiers and internal operations.
- Manage and track active lead intake and pipelines and coordinate exchanges of data with sales agents
- Work directly with sales agents and director of sales to provide project specific pricing and complex quotes
- Work directly with specifiers to answer questions and provide product documentation
- Oversee entry of orders to ensure accurate and timely processing, production and shipment.
- Project follow-up
- Act as primary point of escalation and troubleshoot challenging situations with customer orders.
Skills
- Familiar with commercial interior product sales and specification process
- Familiar with LTL freight shipping and general logistical processes
- Familiar with commercial flooring buying groups
- Highly organized, disciplined and excellent written and oral communicator
- Experience with Microsoft Business central ERP
- Experienced with the use of CRM services and management of data.
Maybe this helps point you in a slightly more accurate direction? I am happy to discuss.
Position:Sr. Customer Service Sales Support
Location: Front Royal, VA, In Office- M-F, 8:30-5:00
The ideal candidate will bring a strong understanding of the commercial floor covering sales cycle, excellent communication skills, a leadership-oriented mindset, and the ability to manage multiple priorities while supporting the sales team, coordinating internal operations, and interacting with architects, interior designers, and other industry specifiers.
This role is a key part of the company's daily operations, helping ensure accurate order processing, effective scheduling, responsive customer service, and a positive experience for customers and industry partners. The right individual will be a proactive problem solver who takes ownership, pays attention to details and numbers, and understands the importance of accuracy and follow-through in a specification-driven sales environment.
Key Responsibilities & Duties
- Sales Team Support: Provide day-to-day support to a nationwide sales team, helping manage customer requests, coordinate activities, track orders, and maintain strong customer relationships.
- Customer Service & Relationship Management: Serve as a professional, approachable point of contact for customers, architects, interior designers, specifiers, and other industry partners.
- Commercial Floor Covering Knowledge: Apply an understanding of commercial interior floor covering products, applications, specifications, and project requirements to assist with customer inquiries and sales coordination.
- Order Entry & Processing: Enter and maintain accurate customer orders, pricing, product information, quantities, and related documentation within the company's business management system.
- Production Scheduling Coordination: Assist with production scheduling, order timelines, and internal communication to help ensure projects and customer commitments remain on track.
- Architect & Designer Support: Communicate with architects, designers, and specifiers regarding product information, project details, order requirements, and sales-related needs.
- Sales Cycle Management: Understand the progression of a commercial floor covering opportunity, from initial inquiry and product specification through order placement, production coordination, and fulfillment.
- Problem Solving & Follow-Through: Proactively identify issues, resolve customer concerns, manage changing priorities, and communicate effectively across departments.
- Administrative Accuracy: Maintain organized records, verify critical details and numbers, and ensure information is communicated accurately and professionally.
- Leadership & Collaboration: Demonstrate initiative, accountability, and a team-first approach while helping maintain an organized, productive, and positive office environment.
- Opportunity Tracking: Communicate with sales people, specifiers and flooring contractors to track opportunities to support sales and marketing efforts.
Qualifications & Ideal Background
- Previous experience in commercial floor covering, floor covering distribution, interior finishes, architectural products, or a related building materials industry is strongly preferred.
- A solid understanding of commercial floor covering products, specifications, and the needs of architects, interior designers, and commercial customers.
- Experience in customer service, inside sales, sales coordination, order management, or a similar support-oriented position.
- Strong leadership qualities, sound judgment, and the ability to take initiative and work independently.
- Excellent verbal and written communication skills, including a pleasant, professional telephone manner.
- Strong organizational skills and the ability to multitask while maintaining accuracy and attention to detail.
- A good understanding of sales processes, pricing, quantities, order details, and the importance of accurate information.
- Proficiency with Microsoft Office and business management or ERP systems. Experience with Microsoft Business Central or NetSuite is preferred.
- Proficiency with lead management systems and project tracking.
- A positive, solutions-oriented attitude and the ability to work effectively with customers, sales representatives, and internal teams.
Compensation & Benefits
- The company offers a competitive employment package based on experience, including:
- Salary commensurate with experience
- Medical benefits
- Paid time off (PTO)
- Annual Profit-sharing
- A supportive, collaborative, and professional office environment
- The opportunity to play an important role in the continued rapid growth of an established, privately owned company
- Significant opportunity for career advancement
The role requires the ability to perform standard office and administrative functions, including periods of sitting and standing, using hands and fingers for typing and handling documents, reaching and moving office materials, and occasionally lifting office-related items. Regular use of telephones, computers, keyboards, and other standard office equipment is required. We are an equal opportunity employer.