Customer Success Representative

About UsEmpire Auto Parts is a leading, fast growing provider of aftermarket collision automobile parts to primarily independent body shops, multi-shop operators, and dealer-operated body shops across more than 25 states throughout the Northeast, Mid-Atlantic and Southeast regions. Founded in 1985 and headquartered in Totowa, NJ, the company has over 50 locations and employs over 1,000 team members.DepartmentSalesJob SummaryThe Customer Success Representative is a key link between the company and its customer base of collision repair shops in the region. The Customer Success Representative will ensure that each customer receives full value from the Empire service offering.Supervisory ResponsibilitiesNoneDuties/ResponsibilitiesEscalated Customer Support & Issue Resolution: Serve as the second level of contact for customer inquiries via email, phone, and other channels.Troubleshoot issues and coordinate with internal teams to ensure timely and effective resolutionFollow up to ensure satisfaction and prevent future issuesFollow-up on Voice of Customer surveys to address identified issuesProactive Customer Engagement: Conduct regular check-ins with key customers to monitor satisfaction and preempt potential concerns.Monitor return rates and reach out to those accounts whose rates are well above the threshold to understand and address issuesHelp customers understand how to get the most value from our products/servicesIdentify opportunities for upsell or cross-sell and collaborate with sales when appropriateReach out to customers to solicit feedback on features of Empire service offeringIdentify accounts that would be good candidates for testimonial videos and capture the sameExpectation Management & Relationship Building: Ensure that customer expectations are aligned with deliverables throughout the customer lifecycle.Build strong, trust-based relationships with key customer stakeholdersValue Delivery Monitoring: Track and report on customer success metrics, including adoption, usage, and satisfaction.Ensure that the value promised in the sales process is delivered consistently over timeInternal Advocacy: Act as the voice of the customer, providing feedback to product, support, and leadership teams.Collaborate cross-functionally to remove roadblocks and improve customer experienceRequired Skills/AbilitiesHigh school diploma or equivalent; automotive parts or collision repair training is a plusExperience in customer service or account management, preferably in the automotive or collision repair industryStrong understanding of automotive parts and their applicationsProficiency in CRM software and order management systemsExcellent communication and interpersonal skillsTechnical aptitude with automotive parts and repair processesStrong problem-solving and negotiation skillsAbility to multitask and prioritize in a fast-paced environmentPersonal/Professional AttributesEmpathy: Understanding and sharing the feelings of customers, especially when they are facing challenges with their vehicles.Patience: Remaining calm and patient when dealing with frustrated or confused customers.Adaptability: Flexibility in handling various types of customers and adapting to changing products and industry trends.Stress Tolerance: Ability to maintain composure and effectiveness under pressure.Team Player: Working cooperatively with other team members and departments.Product Knowledge: Deep understanding of auto collision parts and their applications.Technical Skills: Proficiency in CRM systems, order processing software, and other relevant computer applications.Industry Awareness: Keeping up-to-date with trends and changes in the aftermarket auto collision parts industry.Organizational Skills: Effectively managing tasks and priorities to meet customer needs and business objectives.Professionalism: Maintaining a high level of professional conduct and representing the company positively.Continuous Learning: Willingness to engage in ongoing learning about new products, technologies, and customer service techniques.Integrity: Maintain honest transparency with customers in relation to product pricing, free of damage parts, delivery times, and part availability.Commitment to DiversityEmpire Auto Parts is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. #J-18808-Ljbffr