Customs Support Lead

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 grass cloths in a New Jersey garage has grown into a global luxury brand offering more than 1,000 wall coverings 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.

• 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.

• 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.

• 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.

• Serve as the connection between designers, mills, sales reps, and clients on custom projects.
• Work with the design team to accelerate 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.

• 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.

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.

• 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.

• Comprehensive medical coverage with employee premiums as low as $40 per month
  • Coverage options for…