CUSTOMER SUCCESS SPECIALIST Position Available In Davidson, Tennessee

CUSTOMER SUCCESS SPECIALIST HESTER & COOK – 2.8

Nashville, TN Job Details Full-time Estimated:

$46.4K – $57.6K a year 8 hours ago Benefits Paid holidays Health insurance Paid time off Qualifications Microsoft Powerpoint Microsoft Word Microsoft Excel Management EDI Sales Customer service ERP systems Microsoft Office Inside sales Database management Project management Bachelor’s degree Computer skills 2 years Communication skills Negotiation Entry level Full Job Description

ABOUT HESTER & COOK

Hester & Cook started in the home basement of husband and wife team Robbie and Angie Hester Cook. What began as Robbie’s inspired idea of crafting a vintage door knob 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 – offering everything from hand-crafted chandeliers to #2 pencils. Today, we are proud to be the creators and purveyors of thoughtful, handcrafted, nearly 100% domestically made, and aesthetically pleasing items.
Hester and Cook has both a wholesale and a retail division. Assortments of our products can be found at over 3,000 stores worldwide, but the full collection is only available on our website as well as our three Nashville, TN area retail locations. Our flagship store is located in downtown Franklin, TN. We also have locations in West Nashville and Hillsboro Village near Vanderbilt University.
Hester & Cook has also acquired a small candy company that they operate under the name Bang Candy. Bang Candy has a small candy shop located in Marathon Village, close to downtown Nashville.
Our products are designed in Nashville, and we are proud to say that most of them are even produced right here in the USA. We love to see our products at home, being used in our customers’ everyday lives.
In addition to Hester & Cook products, we also carry a wide variety of brands at retail that fit both our ethos and our aesthetic – each thoughtfully, hand-selected for your celebrations and beyond.

OUR CORE VALUES

WE

BELIEVE IN REIMAGINING TRADITION.

WE

BELIEVE IN ATTAINABLE BEAUTY.

WE

BELIEVE THERE IS ALWAYS A MOMENT TO CELEBRATE. 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 , using subject line: “Customer Success Specialist”. Interviews will be scheduled beginning immediately.

BENEFITS & PERKS HEALTH INSURANCE

All full time employees are eligible for health insurance.

TIME OFF

We offer paid time off, sick days, 8 paid holidays + birthday off.

DISCOUNTS

Stores & online discounts for all employees + friends & family discount.

CELEBRATIONS

We celebrate team birthdays with a quarterly staff birthday lunch. CAREERS CONTACT