Customer Experience & Sales Support Specialist

Tecstone Granite is looking for an intelligent, energetic and highly motivated person to join our team as a Customer Experience & Sales Support Specialist.

This is more than a traditional customer service role. You will be a key connection between Tecstone and our customers, helping with quotations, orders, artwork, product questions, delivery updates and problem resolution while working closely with our sales, production, art and operations teams.

Our goal is simple: make Tecstone incredibly easy to do business with.

We give our Customer Experience team the responsibility and appropriate autonomy to solve problems, make sensible decisions and take ownership of delivering an outstanding customer experience.

• Respond promptly and professionally to customer calls and emails.
• Build strong, trusted relationships with customers.
• Prepare quotations and accurately enter, review and process orders.
• Help customers understand products, options and order requirements.
• Coordinate artwork, order changes and special requirements.
• Provide accurate updates on production, shipping and order status.
• Work across production, artwork, shipping, purchasing and other departments to keep orders moving.
• Take ownership of customer questions and problems through resolution.
• Support Account Managers and the outside sales team.
• Follow up quotations and help convert opportunities into orders.
• Maintain accurate customer, quotation and order information in Salesforce and Tecstone's business systems.
• Develop strong knowledge of Tecstone's products, processes and customers.
• Look for opportunities to improve the customer experience and grow customer relationships.

Successful people in this role respond quickly, get things right and take ownership.

You communicate clearly, follow through on commitments and anticipate problems before they affect the customer. You look for solutions rather than excuses and understand that every interaction is an opportunity to strengthen the customer relationship and potentially earn more business.

Industry experience is not required. We will teach you our products and business.

• Excellent verbal and written communication skills.
• Strong attention to detail and organizational ability.
• Good numerical and computer skills.
• The ability to manage multiple priorities.
• Sound judgment and creative problem-solving skills.
• Confidence dealing directly with customers and making appropriate decisions.
• A strong sense of personal responsibility and ownership.
• A positive, energetic and professional attitude.
• Commercial awareness and an interest in sales and business.
• A willingness to learn, ask questions and take on increasing responsibility.
• A genuine desire to help customers and deliver results.

A college degree is welcome, but ability, attitude, judgment and ambition matter more than a particular degree or previous job title.

We see this position as an opportunity to learn Tecstone's customers, products, systems and business from the inside and build a long-term career.

As your knowledge and capabilities develop, opportunities may include:

At more senior levels, you may take responsibility for your own portfolio of customers, develop those relationships, identify sales opportunities and help retain and grow customer accounts.

You are the kind of person who thinks:

Leave it with me. I'll get it sorted out.

You enjoy working with people, but you are also organized, accurate and comfortable with numbers and…