Client Experience Specialist II

Role Summary

We are looking for a Client Experience Specialist I to join our team. This role works closely with the Sales team to provide excellent customer service and support during the pre-sales and pre-project phases.

Responsibilities

• Work closely with the Client Experience Manager to provide excellent customer service throughout the full scope of work, including diverse and difficult clients.
• Avoid ambiguity and manage unexpected problems and deadlines by utilizing internal resources.
• Aid the Sales team by assuming a proactive role in the preparation and execution of projects.
• Respond to and follow through on client requests in a timely manner.
• Assist with developing and enhancing relationships with new and existing customers by assisting with pre-project tasks.
• Provide product solution options and answers to client’s questions or issues by researching and taking appropriate action in a timely manner (with oversight/direction from Sales).
• Learn and gain expertise to further the furniture process by occasionally attending sales calls as determined by Sales, assists with budget development, foster relationships with reps and correspondence with key members of the team (designers, clients, contractors, etc.).
• Gain a basic understanding of our internal order processing system, Hedberg, in addition to Steelcase Village, Coding, PID’s Directory, etc.
• Take initiative and assist Sales with product research, pricing, and lead-time information.
• Attend pre-project sales calls as determined by the team.
• Illustrate basic knowledge using our ordering system by creating sales quotes, applying discounts, and converting to sales orders.
• Participate in industry events to keep product/services knowledge current.

Qualifications

• Education/Experience: Associate Arts degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Knowledge/Skills/Abilities: Excellent client service skills; professional oral and written communication skills; strong organizational and time management skills; strong attention to detail/accuracy; self-motivation; resourcefulness; ability to function in a team environment; positive and professional attitude.
• Requires self-motivation with strong interpersonal skills and the ability to ask pertinent questions to determine client needs.
• High attention to detail and accuracy.
• Must be assertive, flexible, and have a strong sense of urgency.
• Committed to supporting Sales Team goals.
• The ability to work independently and prioritize tasks is essential.
• Excellent written and verbal communication skills.
• The ability to provide excellent customer service and foster both internal and external relationships.