Our client seeks a highly skilled professional with a background in FF&E, architecture and design, interior design, construction, or manufacturing to serve as the Customer Success Lead and ensure a positive experience for their customers. In this role, you will oversee the order management team and be responsible for overall customer satisfaction. This role requires well-developed leadership skills, a customer-centric mindset, and the ability to make decisions and solve problems. Some overnight travel is required 6-12 days a year. Key Responsibilities:
- Lead, manage, and hold accountable the order management team.
- Set clear performance expectations and goals for the team and conduct regular performance reviews.
- Oversee the end-to-end order management process, ensuring accuracy, efficiency, profitability, and deadlines.
- Develop and implement order processing procedures and policies to enhance operations.
- Monitor the status and progress of orders to identify potential issues before they occur.
- Directly manage some orders, especially in the early days, to fully understand the position of our order managers.
- Build and maintain strong relationships with key customers.
- Proactively identify opportunities to enhance customer satisfaction and loyalty.
- Handle escalations and complex customer issues, ensuring timely and effective resolution.
Qualifications:
- 5+ years of industry experience in furniture, fixtures, and equipment (FF&E), architecture and design (A&D), interior design, construction, manufacturing, or other related fields.
- A successful track record of managing orders, field installations, and improving customer satisfaction is highly preferred.
- Outstanding customer relationship skills, empathy, and verbal/written communication skills.
- Has the skill and ability to manage multiple tasks and initiatives in an environment of constant interruptions while executing and ensuring priorities are met.
- Clean background check and excellent references.
- Bachelor's degree in Business, Project Management, Construction, or a related field is preferred but not required.