The Customer Success Specialist at Hester & Cook Design Group, Inc. is a key role within the company, supporting the Visual & Design team as well as Customer Success. This highly relational individual is comfortable building relationships, has strong project management skills, is detail and solution-oriented, and comfortable with technology. Additionally, this individual is passionate about delivering best in class support to the entire Hester & Cook team.

CUSTOMER SUCCESS TEAM PRIMARY DUTIES AND RESPONSIBILITIES:

• Primary point of contact for all incoming calls to Hester & Cook (Wholesale, Retail & Online)
• Order fulfillment for all Hester & Cook wholesale customers
• Input all orders and check for accuracy
• Mange credit card declines, holds, & release orders for shipping in a timely manner
• Import orders from all platforms for fulfillment
• Monitor weekly AR reports and make calls as needed on net 30 customers
• Clear all orders for inventory (as needed)
• Respond & manage all new customer inquiries
• Manage zip conflicts for wholesales customers
• Create call tags for wholesale customer orders
• Process all claims
• Ability to trouble-shoot and solve online ordering issues with Wholesale & Online Customers.
• Assist in order fulfillment for all Territory Reps
• Rep samples
• Assist as needed for market season prep
• Provide reporting of Wholesale Customers as needed (SoloVue & Track Via)
• Provide support for Customer Success Manager & Customer Success Manager-Key Accounts as needed.

Platform and Infrastructure Support

• Provide support to the wholesale infrastructure through management of all wholesale platforms including SoloVue, Faire, Tundra, Ribbon & Brandwise.
• Work within all third-party platform to help support shipping and billing process for all Major Accounts.

Wholesale Market Support

• Work with internal team to provide support for Wholesales markets
• Work in the Wholesale markets in a sales capacity during market season (January, February, June, July) as needed.

• Ability to work collaboratively across multiple departments to help execute an overall cohesive strategy and plan for customers.
• Attend Hester & Cook Design Group, Inc. team meetings and training as required.
• Other duties as assigned.

Qualified individuals will possess the following attributes:

• 2-5 years of inside sales or customer service experience
• Strong communication skills-both verbal and written
• Technically oriented thinker
• Preferred experience working in Enterprise Resource Planning platforms (ERP); specifically with managing order fulfillment processes through a third-party EDI Platform would be considered ideal
• Expert proficiency in using all Office 365 products with an emphasis in Excel
• Experience in data base management is a plus
• Comfortable with conflict resolution
• Self-motivated and independent thinker
• Strategic thinker
• Positive Attitude
• Passionate for retail accounts & effective merchandising strategies
• Passion for Hester & Cook products
• Ability to ask open-ended questions, listen, and understand customer needs
• Problem solve and be a resource to our customers.
• Provide industry trends and product knowledge to help our customers grow
• Comfortable in a creative culture

SUPERVISION RECEIVED:

Works under the general direction of the Customer Success Team Lead with a dotted line to the Chief Strategy Officer.

REQUIRED TRAINING:

Ability to demonstrate the competencies as outlined in this job description pertaining to Microsoft Office products.

QUALIFICATIONS:

• Understanding of the retail industry
• Comfortable with large and small group presentations.
• Critical thinker with dynamic relationship building and negotiation skills.
• Ability to persuade and influence others.
• Corporate level proficiency in MS Word, Excel, PowerPoint and computer skills.
• Excellent written and verbal communication skills.
• A Bachelor’s Degree or equivalent work experience.
• Minimum of two years of inside sales experience or equivalent combination of education and experience.

WORKING CONDITIONS:

Employee reports to Hester & Cook Corporate Office at 2728 Eugenia Avenue, Nashville, TN 37211 Hester & Cook provides access to healthcare benefits upon hire.

EXPECTATIONS FOR ALL EMPLOYEES:

Supports the organization’s mission, vision, and guiding principles. Email cover letter and resume with references to careers@hesterandcook.com, using subject line “Customer Success Specialist”. Interviews will be scheduled beginning immediately.