Inside Sales + Support Specialist

Job Title: Inside Sales + Support Specialist
Company: Modern Matter, LLC
Industry: Luxury Cabinet Hardware
Location: Virginia Beach, VA

Position Overview:
As an Inside Sales + Support Specialist at Modern Matter, LLC, you will represent our luxury cabinet hardware brand by delivering white-glove sales and support to interior design, DTC, and showroom customers. You’ll provide expert product guidance, assist with draft orders, and ensure a seamless, luxury experience at every touchpoint. Your role balances both sales and support responsibilities, creating an immersive customer experience that reflects Modern Matter’s high standards.

Key Responsibilities
- Brand Ambassador
● Uphold Modern Matter's Aesthetic: Communicate our brand’s craftsmanship, timeless design, and luxury in every customer interaction.
● Build Trust & Relationships: Foster strong, trust-based connections with interior designers, DTC clients, and showroom partners, enhancing their experience and driving brand loyalty.
● Exemplify Excellence: Uphold Modern Matter’s reputation for precision and impeccable service throughout the customer journey.
● Share the Brand Story: Educate customers on Modern Matter’s design philosophy and craftsmanship, deepening their connection to the brand.

- Sales
● Product Expert: Provide detailed product knowledge to guide customers in making informed design decisions.
● Assist with Draft Orders: Help customers build and refine draft orders, ensuring accuracy and offering product recommendations.
● Customer Interaction: Manage professional communication via phone, email, and online channels, delivering timely solutions and personalized support.
● Collaborate with Design Teams: Work with internal teams to create seamless and tailored customer experiences.
● Stay Current on Products: Maintain up-to-date knowledge of product lines, including new releases and discontinued items.

- Support
● Customer Management & Support: Manage customer relationships across email, phone, social media, and webchat. Handle inquiries, complaints, returns, and troubleshooting with empathy and efficiency.
● Service Excellence: Ensure consistent, high-quality customer interactions by meeting service KPIs and standards.
● Process Improvement: Provide feedback on customer interactions, assist in refining processes, and update customer records for accuracy.
● Trade Program & Tools Management: Support the trade program, guide customers through the application process, and manage customer support tools like Gorgias, Helpdesk, and Aircall.
● Reporting & Chargebacks: Present weekly reports on trends, popular products, and returns. Handle chargebacks, customer outreach, and dispute resolution.

Qualifications and Skills:
● Strong communication skills and attention to detail
● Ability to manage multiple communication channels efficiently
● Proficiency in tools like Gorgias, Aircall, and Shopify (preferred)
● Experience in luxury goods, interior design, or a high-end retail environment (preferred)
● Experience in startup environments is a plus

About You:
● Confident in making independent decisions and prioritizing tasks in a fast-paced
environment
● Excellent communication skills, able to build rapport with clients
● Strong multitasking abilities and the capability to meet deadlines
● Professional, empathetic, and positive attitude with the ability to de-escalate situations
● Energized by client interaction, with an interest in interior design
● Adaptable mindset in a growing small business

Why Modern Matter?
Modern Matter is a leader in luxury cabinet hardware, blending timeless design with craftsmanship. In this role, you will provide luxury-level service while contributing to ongoing process improvements. If you’re passionate about interior design and delivering exceptional customer experiences, we encourage you to apply.

How to Apply:
Please send cover letter, resume, and references to lee@modern-matter.com. Please use “Inside Sales + Support Specialist” followed by your name in the subject line.