Sr. Client Experience Specialist

Overview

We are One Workplace. We believe that people with a purpose need great spaces to perform their best work. We think big but work small, innovate through relentless curiosity, and treat each other – and our clients – like family. Over the past 100 years, we haven’t forgotten who we are, and we’ve never stopped changing. From big city skyscrapers to the west coast's premier universities and medical facilities, we design insightful work spaces with the latest technology to provide our clients an environment that embodies their image and encourages success. Our drive and dedication to providing our clients with innovative spaces and solutions has helped us expand our footprint, and now it is time to expand our team.  

 

One Workplace is committed to the development of empathetic leaders, diversification of talent and increased representation at every level of our business. We believe in cultivating a culture of inclusion and are dedicated to building and retaining teams through removing unnecessary barriers to employment and providing opportunities for career growth. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

 

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

Position Summary

Location:  Emeryville, CA

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.
• Assume 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