The Role
Partner with commercial sales teams to manage the full order lifecycle from pre-order through delivery, coordinate internal and external communications, handle samples and inventory transfers, process payments/refunds, track freight, and resolve client issues to ensure timely, accurate deliveries and high client satisfaction.
Summary Generated by Built In
About Waterworks
When you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large.
What We Provide
What gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member’s contributions to our mission. We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day. The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.
The Role
The Sales Support Specialist, Commercial partners closely with our Los Angeles–based Commercial and multi-unit sales teams to drive profitability through seamless order management and proactive resolution of client needs. This role owns the full order lifecycle from pre-order planning through shipment, while helping deliver a best-in-class, luxury service experience to our clients.
Responsibilities also include preparing for client meetings, managing samples and inventory transfers, processing payments and refunds, and supporting day-to-day sales operations. The ideal candidate is highly organized, detail-oriented, passionate about design, and thrives in a fast-paced, client-focused environment.
This is a hybrid role that requires onsite presence a minimum of 3 days per week at the Global Corporate Office in Danbury, CT.
Monday and Fridays are remote days with hours 10-6:30pm.
Tuesday, Wednesday, Thursday are onsite days working 9-5:30pm.
Responsibilities
- Deliver exceptional customer-centric service and order management to internal & external customers
- Own order management process from pre-order through delivery
- Perform operational duties to support the sales channel as needed (samples, inventory transactions, send shipments; refunds)
- Support the channel’s sales efforts; quote/order entry; sample requests; processing and collecting payments
- Proactively manage all new and existing open orders by working with order contacts to ensure delivery of products/orders arrive at the right time at the right place
- Manage all communications between internal departments and external clients to ensure order accuracy, timely delivery and client satisfaction
- Partner with CMM, Client Services, and Technical Support Team to resolve client issues in timely manner and to client’s satisfaction
- Work with freight companies to track delivery of shipments and coordinate seamless deliveries to meet client’s expectations; making any necessary adjustments in accordance with the Freight Accommodations Guidelines
- Complete order notes to maintain consistent communication of order status
- Maintain requested delivery dates to meet client’s expectations and company guidelines
- Collect deposits or balance payments on orders; arranges balance due payment before shipment
- Facilitate the completion of signed terms and conditions
- Respond to client inquires in a timely and professional manner
- Adhere to team guidelines and values
- Other duties or projects around order and project management as assigned
Requirements
- 3+ years administrative or project management experience
- Strong organizational skills
- Ability to manage multiple tasks and priorities
- Great communications skills, verbal and written
- Tech savvy with proficiency in Microsoft office
- Driven to exceed goals and client expectations
- Art/Interior design or luxury retail/service experience preferred
- Travel required up to 10% of the time to client meetings
Our Values
Be Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.
Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.
Own It: Be responsible for your results. Empower yourself and others to step forward and lead.
Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.
Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.
Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.
Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.
Skills Required
- 3+ years administrative or project management experience
- Strong organizational skills
- Ability to manage multiple tasks and priorities
- Great communications skills, verbal and written
- Tech savvy with proficiency in Microsoft Office
- Driven to exceed goals and client expectations
- Art/Interior design or luxury retail/service experience
- Willingness to travel up to 10% for client meetings
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The Company
What We Do
Waterworks is a luxury brand specializing in high-end bath and kitchen products, including fittings, fixtures, hardware, lighting, surfaces, and cabinetry. Founded in 1978, the company is recognized for its commitment to artisanal craftsmanship, rigorous engineering, and timeless design. Waterworks collaborates with accomplished designers and architects to provide a complete, proprietary vision for the most valuable rooms in the home, serving both residential and commercial projects globally.
