Senior Customer Service Specialist, Interiors

Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.

As a Senior Customer Service Specialist, Interiors, you'll serve as a trusted partner and primary relationship manager for customers, dealers, rep groups, and sales partners across your assigned region. You'll play a critical role in delivering a seamless customer experience while navigating complex situations, solving problems, and ensuring customers have confidence in every interaction.

Working alongside a Customer Experience Specialist, you'll share ownership of your region's customer experience and act as a key resource for complex orders, escalations, and service challenges. Success in this role requires strong business acumen, exceptional communication skills, and the ability to think critically, anticipate customer needs, and confidently guide issues to resolution.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving difficult problems, and can balance strong relationship management with operational excellence.

We currently operate in-office Monday through Thursday and remotely on Fridays (note that some in-office Fridays will be required during training). Because collaboration and team support are critical to success in this role, in-office partnership and relationship building are highly valued.

The team works on staggered eight-hour shifts between the hours of 7am-6pm. Applicants must be available within these working hours.

• Serve as the primary relationship owner for customers, dealers, rep groups, and sales partners within your assigned region.
• Partner closely with a Customer Experience Specialist to ensure exceptional service, responsiveness, and support across the region.
• Manage a high volume of customer interactions while prioritizing complex issues, escalations, and service requests.
• Act as a trusted advisor by anticipating customer needs, identifying potential challenges, and proactively providing solutions.
• Navigate complex orders, customized solutions, and non-standard requests while balancing customer expectations with business objectives.
• Lead customer communications during challenging situations, resolving concerns with professionalism, urgency, and confidence.
• Collaborate with sales, operations, logistics, product support, and other internal stakeholders to remove barriers and drive successful outcomes.
• Continuously look for opportunities to improve processes, reduce customer effort, and enhance the overall customer experience.
• Share knowledge and best practices with teammates while helping support onboarding and development across the Customer Experience team.
• Build strong partnerships that strengthen customer loyalty and position Fellowes as a trusted business partner.

• A minimum of two (2) years of experience in customer experience, customer service, order management, account support, or another customer-facing role.
• Strong customer relationship management skills with the ability to build trust and credibility across a variety of stakeholders.
• Exceptional written and verbal communication skills, including the ability to navigate difficult conversations and communicate complex information clearly.
• Demonstrated problem-solving and critical-thinking abilities, with a proven track record of managing complex customer situations.
• Ability to anticipate needs, ask thoughtful questions, and provide complete solutions that minimize unnecessary follow-up.
• Experience managing multiple priorities in a high-volume, fast-paced environment where priorities can shift quickly.
• Strong organizational skills and attention to…