Customer Success Specialist

Customer Support Specialist

Interface is a global flooring and sustainability leader dedicated to rethinking how spaces work for people and the planet. Our portfolio includes Interface® carpet tile and LVT, nora® rubber flooring, and FLOR® premium area rugs. Across every brand, we innovate in a way that combines design, performance, and sustainability—without compromise.

Trusted by architects, designers, and building professionals worldwide, we help bring bold visions to life with solutions that deliver real, measurable impact. Building on more than 30 years of sustainability progress and industry-first innovation, we remain 'all in' on our goal of becoming carbon negative by 2040, without the use of offsets.

The CSS is responsible for teaming with the Account Executives (AE's) to develop and sustain business. The CSS works to assure quality and timely delivery of services and products.

To perform this job successfully, the CSS must exercise judgment, discretion and tact in all business matters and business relationships. Strong interpersonal skills and the ability to maintain cooperative working relationships with coworkers are essential. Nora promotes collaborative problem solving in both formal and informal work teams. Participation in, and contribution to, teamwork is required.

Responsibilities include, but are not limited to, the following:

• Manage projects of high complexity within our CRM system by overseeing all sales phases from when the project is a new lead, to developing, subsequently to bringing PO's in. The CSS touches every aspect of the project from beginning to end.
• Call on Flooring Contractors, General Contractors, Architects, Designers, and all End Users (hospitals/higher ED, K-12 ext.). Act as an outfacing team, who talks to all customers.
• Complete weekly tasks generated through CRM through customer accounts and opportunities.
• Recommend products for various technical spaces within facilities. Sometimes review take-offs and drawings with an understanding of blueprints.
• Manage inventory levels with customers to make sure nora meets their demanding installation schedules.
• Work with customers to change colors when inventory is not available, by checking alternate colors & sending all parties involved new samples to get a new color selected.
• Work alongside technical team to ensure mock-ups and sales trials are created and shipped out in a timely manner.
• Conduct weekly conference calls with the AE in which the 30-60-90 report is reviewed and sales phases are assessed for accuracy. Next action steps or activities are then generated.
• Follow up with awarded contractors to obtain POs in order to meet monthly sales numbers.
• Put together freight quote request sheets and work directly with the warehouse to get freight costs for expedited orders and customer carrier choice.
• Working with purchasing to manage the customs process.

Required Skills:

• Ability to prioritize multiple, simultaneous assignments in a fast paced environment
• Strong interpersonal communication skills
• Strong team mentality
• Technical aptitude and ability to learn and retain product specs, installation processes and uses
• Experience using Microsoft Office Suite

Preferred

Skills:

• Understanding of the construction process and timeline
• Understanding of international shipping and customs process
• Experience using an ERP system
• Experience using a CRM system
• Ability to manage work across 3 operating platforms. Salesforce, JD Edwards

While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard,

Specific vision abilities required by this job include close vision requirements due to computer work.

We are a VEVRAA Federal Contractor. We desire priority referrals of Protected Veterans for job openings at all locations within the State of New Hampshire. An Equal Opportunity Employer including Veterans and Disabled.