Customs Support Lead - Fairfield, NJ

At Phillip Jeffries, we believe beautiful design begins with passion, integrity, and connection. What started in 1976 as a small family business with just ten grasscloths in a New Jersey garage has grown into a global luxury brand offering more than 1,000 wallcoverings to designe ...

Job description

At Phillip Jeffries, we believe beautiful design begins with passion, integrity, and connection. What started in 1976 as a small family business with just ten grasscloths in a New Jersey garage has grown into a global luxury brand offering more than 1,000 wallcoverings to designers and architects around the world. Through decades of growth, our values remain the foundation of everything we do. We are committed to craftsmanship, creativity, and delivering exceptional experiences at every touchpoint.

If you're inspired by thoughtful design, meaningful relationships, and being part of a team that's shaping extraordinary interiors, we invite you to apply for the Customs Support Lead. In this role, you will provide essential support our clients make their custom wallcovering come to life. This position would be required in the Fairfield, NJ office atleast 3 days per week with the reminder based in your home office reporting to the Sales Support Director , Contract

What You'll Be Doing

Customer Service & Order Support

• Serve as a primary point of contact for client inquiries via phone, email, and Teams.
• Develop strong product knowledge to guide clients through custom options across vinyl, digital, naturals, and textiles.
• Prepare quotes, proposals, and sales orders with accuracy and attention to detail.
• Coordinate sample and strike‑off shipments and track all deliveries.
• Resolve customer issues and claims, escalating when needed.
• Support data entry, payment processing, and web account setup.
• Provide quantity estimates and general project guidance when appropriate.

Project & Pipeline Management

• Manage custom projects from initial strike‑off request through final shipment.
• Track timelines and ensure deadlines are met for approvals, meetings, and onsite needs.
• Act as the liaison between internal teams, vendors, sales reps, and clients.
• Proactively identify issues related to pricing, development, or delays and help drive solutions.
• Maintain accurate CRM records, including project notes, images, and updates.
• Hold regular check‑ins with sales reps to review active projects and next steps.

Sales Support

• Partner closely with assigned sales territories to support all custom project needs.
• Review client contracts to ensure PJ products meet project requirements.
• Coordinate with Supply Chain, Logistics, and Finance to ensure smooth order fulfillment.
• Support custom digital inquiries and provide pricing guidance in collaboration with sales reps.
• Track strike‑off progress and communicate updates to the sales team.
• Provide coverage for other territories when needed.

Custom Program Coordination

• Serve as the connection between designers, mills, sales reps, and clients on custom projects.
• Work with the design team to escalate artwork approvals and track sample progress.
• Maintain confidentiality around proprietary mill capabilities.
• Match projects with the correct production method based on timeline, budget, and aesthetic.
• Maintain custom libraries, trackers, and documentation, including quarterly audits.
• Support new custom production methods and communicate market needs to the design team.
• Assist with process improvements, documentation updates, and training for team members.

What You Bring to the Table

• Experience in customer service, minimum 3 years
• Background in interior or wallcovering industry preferred but not required
• Demonstrated effectiveness in customer project support
• In-depth knowledge of customer service best practices for custom projects
• In-depth knowledge of how to value engineer materials to win a project
• Deep understanding of the commercial industry and project lifecycle to aid in support
• Exceptional communication skills with the ability to build relationships, and follow up with sales reps, clients and Phillip Jeffries factories

The Phillip Jeffries Experience

At Phillip Jeffries, we believe exceptional work deserves exceptional care. Our commitment to creating a more beautiful world extends to how we support our team, offering thoughtfully designed benefits and meaningful perks that reflect our appreciation for your talent and time.

Your Compensation Journey

• Competitive salary rate ranging from $68,000-$70,000, based on your experience in customer service and sales supported based roles
• Sales Support Quarterly Bonus Plan
• Annual bonus opportunity to reward your performance
• Cost of Living increases that honor your growth and commitment
• Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required

Health Benefits That Take Care of You

• Comprehensive medical coverage with employee premiums as low as $40 per month
• Coverage options for spouse, domestic partner, civil union partner, and family
• Health Reimbursement Account (HRA) to offset medical expenses
• Prescription, dental, and vision coverage to support whole-person wellness
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Employee Assistance Program that supports your mental, financial, and physical well-being
• Pet insurance for your four-legged companions

Time to Recharge

• 16 paid personal days each year to relax, recharge, or travel
• Paid holidays including New Year's Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve
• Additional paid time off during our annual company closure between Christmas and New Year's
• Earn extra paid time off by completing your annual wellness physical
• Up to three paid days each year to give back through volunteer work

Career Elevation

• Structured onboarding with clear 30, 60, and 90-day milestones and continued training for long-term success

Perks at Work

• Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home
• Access to Working Advantage with discounts on travel, entertainment, and everyday purchases

Phillip Jeffries is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.