Customer Success Specialist

Customer Success Specialist

We are seeking an enthusiastic, self-starter, hard-working, dedicated professional to join our Customer Success Team. This is an onsite full time Monday-Friday position. This position interacts with customers, by phone or electronically, with the duties of order entry, sales support, problem resolution, and total customer satisfaction.

The Customer Success Specialist (CSS) provides a trusted advisor relationship with his or her customers through consistent, effective communication on all customer requests. The CSS maintains close attention to all details for quotations, purchase orders, inquires or requests. The CSS is an integral part of a dynamic team whose goals are centered around proactive engagement, communication and best in class customer service.

Duties and Responsibilities:

• Excellent communication skills to effectively interact with customers and provide support
• Strong problem-solving abilities to address customer inquiries and issues in a timely manner
• Strong attention to detail in order / quote entry ensuring pricing, delivery, quality, and requests are completed with a prompt sense of urgency
• Must maintain less than 2 order errors per month
• Required Monthly Metric of 2500 line items per CSS
• Manage all customer purchase orders from order entry through expected delivery
• Provide lead generation assistance to the Sales Team through coordinated efforts
• Daily review customer Backlog/Back Order Reports to address and/or escalate action on delinquent or potentially delinquent orders, including timely communication with customers
• Handle customer complaints, troubleshooting and/or material return requests efficiently and effectively, providing appropriate solutions or alternatives, and following up in a timely fashion to ensure complete resolution
• Collaborate with all internal and external resources to generate results, utilizing all available means to assist customers and to expand personal knowledge of product offerings and solutions
• Make outbound calls to follow up on quotes and win the business
• Escalates critical or important situations concerning sales and customer activities to the appropriate manager or decision-maker
• Serve as a primary agent to the Sales queue and adheres to queue procedures, must maintain an average of 20 or more calls per day.
• Remains knowledgeable and confident in company products and procedures, utilizing company tools and resources
• Perform other duties as required

Knowledge/Skills/Abilities:

• Intermediate level of skill in Microsoft Office, EXCEL, WORD, and OUTLOOK
• Strong organizational and multi-tasking abilities
• Proficiency in using a computer
• Proficiency of customer relationship management (CRM) software system and experience with NetSuite is preferred

Education/Experience:

• High school diploma or equivalent required
• Previous Call Center/Data entry experience preferred.

Functional Requirements:

• While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer.
• Must be comfortable on the phone
• The employee must occasionally lift and/or move up to 15 pounds.