Who we are:

Steelcase was founded as an office furniture maker, and we've evolved into the international leader in workplace solutions. We apply our insights to the intersection of space, technology, and furniture, helping individuals and teams in leading companies around the world to be more successful at work.

We pursue innovation, strive for sustainability and develop insights in every part of our business.

Why people choose to work with us:

Let's start with the cool workspace—after all, that's our business. But that's just one of the ways we help people like you do their best work. We encourage curiosity and critical thinking, we embrace well-being in its broadest sense, and we provide mentoring and inspiration at every step of your career journey.

This role works in a fast paced environment and demonstrates the ability to support and influence some of our largest global accounts. You will provide leadership to the interior design team and help identify product and process enhancements!

What you will be doing:

Responsible for partnering with Sales to deliver a premium Ancillary “concierge” customer experience by managing key accounts, Coalesse-only dealers, alternate business channels, bids/proposals, and daily operations in a timely and effective manner. Also responsible for being the brand’s product and product experts for internal and external customers including pre-sell, order management, and account escalation.

Tasks Involved:

• Coordinate alignment between company resources for bid proposals to ensure on time and accurate completion to increase Ancillary sales opportunities as bids are received.
• Partner with Sales and Dealers to generate product quotes daily as needed.
• Support Sales by providing backup coverage on voicemail greetings/e-mail autoresponse for sales (when rep is on vacation or out on calls and immediate response is required).
• Partner with Sales as key accounts or key project opportunities are identified to ensure they are managed effectively in pre-sell including reviews of all key elements that allow for effective order processing such as textile reviews, CAL133, pricing reviews, assistance in directing special quotes if required, assistance with CDA’s, and reservations. This includes daily phone/e-mail communications and weekly reviews of active forecast listings.
• Engage in daily order review to actively identify key account orders as received to partner with SFT for SC Dealers to ensure all pre-sell commitments are supported as orders are processed.
• Provide “concierge” service to field sales to buffer process/corporate complexity.
• Provides feedback to Marketing, Sales, and IT as opportunities for process improvements are identified (includes sales materials, website, spec guide, product feedback, etc.)
• Provide support for Concierge team management including Order Entry, Reception, CSR’s, and Workflow team members (i.e. weekly completion of time and attendance, vacation/appt. approval, training when needed, and annual reviews)
• Engage in continuous personal improvement to pursue training and knowledge on Ancillary products and processes.
• Provide daily support on all pre-sell and order management for Coalesse Only Dealers and Coalesse Alternate Channel business including workflows, changes, acknowledgment management, assistance with any dealer order questions, etc.
• Supplement SFT Order Management in GR by managing all order clarifications for Steelcase Dealer orders (excluding only GSA, Intl, and Direct).
• Initiate new account additions including completing of any forms for new account additions when opportunities are identified.
• Identify and initiate improvement opportunities within areas of ownership (Bids/Proposals, Fabric Database, SAP Order Management tools, Alternate Channel Business management, etc.)
• Partner with sales in creation of CDA’s
• Utilize key product and process knowledge to assist in answering Ancillary Line One questions providing timely and detailed responses.
• Cross-train and supplement Order Entry based on high volume and business needs.
• Actively participate in key projects to assist in on-going business improvement opportunities.
• Supplement and partner with pricing teams in management and resolution of credits, invoices, and order pricing corrections utilizing existing processes.

Who you are:

• Teamwork/Collaboration focused
• Strong customer service orientation
• Excellent written and verbal communication
• Strong aptitude and ability to learn new technology tools
• Demonstrates sound decision-making
• Strong multi-tasking skills (e.g. “typing and talking”)
• Excellent planning, organizing and prioritizing skills
• Willingness to mentor and develop others
• Proactive and driven approach, willing to get in to deep research process to provide accurate answers

Qualifications:

• Strong customer service and organizational skills
• Ability to work with a high sense of urgency and confidentiality
• Ability to conceptualize and analyze data to define creative solutions
• Strong oral and written communication skills with attention to detail
• Excellent interpersonal skills to maintain positive working relationships (internal and external)
• Strong computer skills to effectively utilize and communicate through the use of software programs and tools (ie: PowerPoint, Forecast, Outlook, Excel, SAP)
• Ability to handle multiple projects, tasks, and deadlines simultaneously
• Requires independent decision making and ability to daily prioritize requests

Education:

• 2 year college degree and/or equivalent experience preferred
• Minimum 5 years experience in customer service and/or sales support
• Knowledge of Coalesse products and processes a plus

We are proud to have a diverse and inclusive workforce, and we're always looking to get better. We value applicants who are comfortable interacting with people different than themselves. Women, people of any race or national origin, lesbian, gay, bisexual, and transgender people, veterans, working mothers and fathers, and everyone else are all invited to apply.

Steelcase provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements.

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