|
As a key member of the Customer Service Team in UKI. The Sampling Coordinator is one of the first points of contact for customers, responsible for delivering outstanding service and building positive, long-lasting relationships within the UK and Ireland. You will play a vital role in ensuring product samples are accurately raised and dispatched to customers, showrooms, and internal teams. Your work directly impacts customer experience and brand perception - precision and efficiency are key. Your interaction reflects the company's values and commitment to excellence. We strive to be pro-active and pride ourselves on going beyond our customers' expectations by managing their orders through to fulfilment, whilst being a true voice of our customers internally within the business.
Key Accountabilities
Customer 1st
- Own the "Customers Experience" together with the team
- Input, manage and monitor product sample requests for the UKI region, in a professional and empathetic manner. These include standard samples, chargeable samples, mock-up installations and end-user samples.
- Sample shipment management - considering the cost effectiveness of various shipping options, liaising directly with customers on the telephone to obtain accurate information regarding lead times to manage their expectations, updating customers with tracking numbers and POD's.
- Order management - Reviewing product stock levels. Liaising with the customer to advise accurate lead times, delivery dates etc.
- Opportunity Stock - liaise with internal and external parties to find a suitable solution or an alternative product that meets the customer's requirements. Opportunity stock at Interface is defined as the 1st and 2nd grade products which are downgraded to make them more appealing and free up space in the warehouse. We have special channels to sell "oppstock" and the Sampling Coordinator needs to own this process.
- Sample Cards - Input, manage and distribute sample card requests that display a full product range and include technical specifications.
- Develop strong connections and working relationships with our internal Account Managers to qualify sample requests and effectively plan the best way to present the information to customers, ensuring that all opportunities are maximized.
- Review customer master data on a regular basis and revise as necessary to ensure that the most up to date and accurate information is available to the business for production, warehouse and dispatch purposes
- Maintain up-to-date customer records of sample requests, including CRM and JDE, to provide accurate information
- Providing a 1st class customer experience to our customers via the phone, email, chat, or in person, focusing on customer satisfaction
- Be the VOC (voice of the customer)
People 1st
- Pro-actively managing all sample order requests as per the set SLA's, to meet or exceed service quality, response time, and customer satisfaction targets
- Understand our customers and products to be able to expertly talk about how Interface can help them
- Look for opportunities to educate customers about other products they may not be aware of, with a view to cross-selling where possible.
Process
- Processing all requests as per the specified standards, whilst looking for ways to improve how we work - identification of continuous improvement ideas.
- Ordering and managing samples through to dispatch, following up where required
Tools
- Accurately use all systems such as JD Edwards, Salesforce and Microsoft Office applications
Organisation
Role will report to the Customer Service Manager, UKIMEA Knowledge and Skills Experience of working in a high performing team Minimum of 2 years' experience in Customer Care, Customer Service, Order Processing or similar role. Essential Experience of working in a customer service, business administration environment Excellent communicator both verbally and written Ability to handle multiple tasks at the same time Experience of working on an ERP system Experience of working in a team environment Able to work well under pressure Be tenacious and take ownership from beginning to completion
|
Interface Americas, Inc
Mar 14, 2026