CSS - Customer Service 3 - HOU

Job Title

Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsible to drive customer satisfaction through the ownership of daily execution for designated branch, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.

Produce regular status reports that are audience appropriate to communicate with internal stakeholders

Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution

Ensure all project activities and deliverables are completed on-time, within scope and budget

Drive training & change management

Speak with customers that require high-level escalation

Capture and report data measuring CS practice KPIs across departments

Capture and report data Customer Health scoring and CSS focus

Proactively manage resource plan to ensure resource availability and allocation

Develop and maintain detailed project plans to track and report progress

Partnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goals

Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level

Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities

Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers

Partner with CS Leaders to understand their teams, business units, and goals

Learn all of the existing systems, routines, and cadences that drive our Customer Teams

Examine and understand the full customer lifecycle of customer

Other duties as assigned

Core Behaviors: Demonstrate to comply with Custom Goods' Core Behavior:

Servant Leadership

Passion for Excellence

Integrity

Resilient

Intense Safety Focus

Trust

Required Education and Experience

High school diploma or GED and 2-5 years related experience, with at minimum 2 years of having direct supervisory experience

3PL experience preferred

Experience in distribution/fulfillment environment is preferred.

Knowledge of Microsoft Office/Outlook/ Warehouse Management System (WMS)

Have excellent oral and written communication skills

Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).

Detail oriented with excellent follow-up practices.

Must be able to be professional at all time and flexible with changing situations.

Upholds organizational values

AAP/EEO Statement: Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws. This commitment extends to all aspects of Custom Goods' employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.