Design Center Coordinator

Position Overview:

The Design Center Coordinator is the cornerstone of the Design Center experience, serving as the primary point of contact for clients from arrival through handoff and post-visit follow-up. This role blends hospitality, sales instinct, product and industry knowledge, and operational precision. The Coordinator supports sales execution, guides clients, coordinates with consultants and product experts, manages accurate information, and ensures disciplined follow-up. The role requires a minimum of 7 years of experience in the building industry and/or consultative sales environment, with demonstrated ability to manage complex projects, guide high-expectation clients, and support sales teams.

Client Experience & Ownership:

• Serve as the primary point of contact for assigned clients during initial engagement and early project stages.
• Welcome, qualify, and establish rapport with clients upon arrival.
• Facilitate introductions and transitions to Category Consultants or Product Specialists.
• Maintain continuity for returning clients and builder or trade accounts.
• Set expectations regarding next steps, timelines, and points of contact.
• Ensure a professional, responsive, and consistent client experience.

Lead, Information & CRM Discipline:

• Drive post-visit follow-up.
• Document appointment details, project stage, scope, product interests, and preferences.
• Ensure information is complete and accurate for opportunity handoff.
• Coordinate internally to confirm selections and monitor quoting and estimate progress.
• Maintain timely CRM data.
• Escalate delays, gaps, or data issues affecting client experience or sales execution.

Follow-Up & Sales Connectivity:

• Initiate timely post-visit communication and reinforce next steps.
• Maintain follow-up cadence supporting conversion and client satisfaction.
• Provide tailored follow-up materials.
• Escalate gaps, delays, or concerns to the Assistant Manager – Sales & CX.
• Partner with sales, product, and project teams to support smooth handoffs and client satisfaction.

Sales Enablement:

• Identify opportunities to enhance client scope through product suggestions.
• Support cross-category awareness and complementary product recommendations.
• Ensure clients leave with relevant samples, materials, and clear next steps.
• Support delivery and tracking of estimates and quotes.

CX & Standards:

• Uphold premium showroom, service, and communication standards.
• Identify and flag issues affecting client experience, conversion, or project success.
• Support showroom events and client-facing activity as needed.

Success Measures:

• All leads and client information entered accurately by EOD.
• Timely completion of 48-hour and 1-week follow-ups.
• Accurate documentation of project details, preferences, and next steps.
• Reliable opportunity handoffs to sales and project teams.
• On-time delivery and tracking of quotes, estimates, and follow-up materials.
• Positive client feedback and minimal handoff friction.
• Strong alignment with sales and CX leadership.

Benefits:

Medical, dental, vision, employer-paid basic employee life and AD&D insurance, employer-paid long-term disability, flexible spending accounts, voluntary short-term disability, voluntary life and AD&D insurance, voluntary accident insurance, and voluntary critical illness insurance.

Physical Demands:

The employee is regularly required to speak or hear and is frequently required to sit for extended periods, stand, walk, climb stairs, use hands to finger, handle or feel, and reach with hands and arms. Specific vision abilities include close, distance, color, peripheral, and depth perception and the ability to adjust focus.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice.