Customer Success Specialist

ABOUT HESTER & COOK DESIGN GROUP, INC. 

Hester & Cook started in the home of husband-and-wife team Robbie and Angie Hester Cook. What  began as Robbie’s inspired idea of crafting a vintage doorknob into a bottle stopper soon became the  company’s first product, KnobStoppers. Within months, Angie and Robbie introduced the product to the  wholesale market. 

From there, Hester & Cook rapidly grew into offering everything from hand-crafted chandeliers to #2 pencils. Today we are best known for our paper placemat pads and table runners. Assortments of our  products can be found at over 3000 stores worldwide. You can also see some of our creations at  Anthropologie, Sur La Table, Dillard’s, Paper Source and Barnes & Noble. The full collection is available  on our website as well as our three Nashville, TN area retail locations found at White Bridge Road,  Hillsboro Village and Franklin, TN. 

Hester & Cook also acquired Nashville based Bang Candy Company in early 2023. You can find Bang  Candy Stores within all Hester & Cook locations as well as the Bang Candy Store located in Marathon  Village in Nashville, TN.  

POSITION SUMMARY 

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.  

PRIMARY DUTIES AND RESPONSIBILITIES 

Customer Success Team Duties 
  • Primary point of contact for all incoming calls to Hester & Cook Wholesale 
  • 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 Manger-Key Accounts as needed.  

Platform and Infrastructure Support

  • Provide support to the wholesale infrastructure through management of all wholesale  platforms including SoloVue, Faire, Ribbon & MarketTime.
  • 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 as needed in a sales capacity during market season (January, February, June, July). 
  • 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 Manager 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 Suite 106, 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 [email protected], using subject line: “Customer Success Specialist”. Interviews will be scheduled beginning immediately.