Client Experience Associate II

Overview

two – We aim to redefine the contract furniture experience by providing smart and authentic solutions that bring our clients' spaces and brands to life.  We're passionate about great design and flawless execution. We love bringing products, vision, and people together to bring brands and cultures to life. From our ancillary specialists and technical designers to our strategists, project managers, and leadership team, everything we undertake has one common goal: to make work better.

 

Compensation range: $30.00 - $40.00/HR

 

OWP Benefits:

• 15 days of PTO
• 9 Paid holidays
• Medical/Dental/Vision Insurance
• Profit Sharing
• 401k + Employer Match
• Wellness App with reimbursement of up to $500/year

Position Summary

Location:  San Francisco, CA (hybrid on-site)

Hours: Day shift, Monday - Friday 

 

The Client Experience Associate works with Customer Experience Manager by participating in all aspects of pre and post sales function.  Integral participant in customer experience with CEM by providing assistance in the overall direction of day-to-day operations, problem solving and decision making necessary to make projects successful. As new accounts are identified, the Customer Experience Associate assumes a proactive role by utilizing internal resources/templates to serve the customer.  Additional responsibilities include enhancing relationships with on-going customers with great customer service and timely follow-up.   

 

Responsibilities:

• Learn and gain expertise in utilizing templates to further the furniture process by: attending sales calls with CEM, co-create schedules, budget development, foster relationships with reps, methods of project management, and correspondence with key members of the team (designers, clients, contractors, etc).  

• Take initiative and assist CEM with product research, pricing and lead-time information.  Attend pre-project sales calls as determined by the team. 

• Illustrate proficiency using our ordering system by creating sales quotes and convert to sales orders. 

• Ensure accuracy of sales orders by reviewing, verifying and processing vendor acknowledgements, verifying cost and delivery dates.   

• Maintain organized files and current status reports beginning with setting up customer information to the close out of a project.   

• Inform internal team and external customers of order status by preparing necessary tracking reports and communicating updates on a regular basis. 

• Coordinate receipt, delivery and installation of product and services. 

• Represent team during major installation projects and provide project management as dictated by CEM and team needs.   

• Assists with developing/enhancing relationships with existing customers by assisting CEM with sales calls.  Responsible for responses/correspondence to existing, on-going customer relationships, needs and requests.  Provide product solution options and answers to customer questions and issues by researching and taking appropriate action in a timely manner (with oversight/direction from CEM).   

• Assist CEM during the pre-project phase with the preparation and execution of bid requests.   

 

Qualifications: 

 

Education/Experience 

Bachelor of Arts degree (B.A.) or equivalent from a four-year college; or at least one year related experience or training; or equivalent combination of education and experience. 

 

Knowledge/Skills/Abilities 

• Product knowledge; excellent customer service skills; professional oral and written communication skills; strong organizational and time management skills; basic math skills; attention to detail; self-motivation; resourcefulness; ability to function in team environment; positive and professional attitude.   

• Knowledge of internal ordering systems desired (Hedberg a plus). Participating in industry events to keep product/services knowledge current. 

• Critical contributor to team effort by working closely with CEM to serve diverse and sometimes difficult and demanding clients. This person will face unexpected problems and deadlines as well as numerous interruptions.   

• Must communicate effectively, be organized and take initiative while having a positive attitude. All responsibilities to be performed with varying amounts of supervision and a high level of self-motivation. 

 

Physical Requirements 

Seeing, color perception, hearing/listenin