Sr. Client Experience Specialist

Position Summary

A Sr. Client Experience Specialist works with the Sales team by participating in various aspects of pre-sales functions. Integral participation in customer experience with the Sales team by aiding in the overall direction of day-to-day operations, problem solving, and decision making necessary to make projects successful. A Sr. Client Experience Specialist has mastered pre-order related tasks and able to fulfill complex requests on multiple accounts and Sales teams.

Essential Functions

• Work closely with Client Experience Manager to provide excellent customer service throughout the full scope of work, including diverse and difficult clients.
• Absorb a proactive role by utilizing internal resources to service the client.
• Proficiently piece together incomplete information to quickly and accurately complete pre-order tasks while faced with unexpected problems and deadlines, in addition to numerous interruptions.
• Assist Sales during the pre-project phase with the preparation and execution of projects.
• Attend pre-project meetings and accompany the Account Manager on site walks.
• Provide an excellent client experience by responding and following through on client requests in a timely manner.
• Provide product solution options and answers to client’s questions or issues by researching and taking appropriate action in a timely manner.
• Master furniture processes by attending sales calls as determined by Sales, assist with budget development, foster relationships with reps and correspondence with key members of the team (designers, clients, contractors, etc.).
• Support new initiatives and participate in pilot programs while providing feedback.
• Mastered our internal order processing system, Hedberg, in addition to Steelcase Village, Coding, PID’s Directory, etc. Proactive in reaching out for vendor quotes and implementing information accurately into Hedberg.
• Take initiative and assist Sales with product research, pricing, and lead-time information.
• Attend pre-project sales calls as determined by the team.
• Manage a high-volume workload while routinely delegating tasks to other resources such as Studio West to complete order conversions and build ancillary quotes.
• Maintain an excellent relationship with your clients, team, vendors, and leadership.
• Lead Client Experience Specialist related tasks and complete work with little to no direction.
• Respond to all customer’s immediate needs and act as a primary contact for incoming calls or emails for quotes or order requests.
• Lead team trainings on using our ordering system by creating sales quotes, applying discounts, and converting to sales orders.
• Support team members by volunteering to help others as workload permits.
• Understand how to read design drawings.
• Proactive in learning by attending 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 two to three years of 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.
• Must be able to effectively solve problems and make decisions in the best interest of One Workplace and the client.
• Maintain professionalism under pressure.
• Excellent knowledge of Microsoft Office systems with the ability to learn an internal system.

Physical Requirements

• Seeing, hearing, color perception, clear speech.
• Ability to move distances within the office and warehouse.
• Complex reading and writing, basic math skills.
• Working Environment: Regularly works alone and with others in person, over the phone, and via email. Generally, works in an office environment around moderate noise. Occasionally may work in the warehouse around loud noises.

Compensation and Benefits

Compensation range: $60,000 - $65,000 Annually The base salary will be determined based on your location, experience, and the pay of employees in similar positions. Actual total compensation will be dependent upon the individual's skills, experience and qualifications. Employee Benefits: 15 days of PTO 9 Paid holidays Medical/Dental/Vision Insurance 401k + Employer Match Paid Parental Leave Wellness App with reimbursement of up to $500 per year Profit Sharing