Customer Success Specialist

Customer Success Specialist

We are seeking a driven and detail-oriented Customer Success Specialist to support our growing customer base in the active and multimodal transportation industry. This role bridges inside sales and customer servicemanaging pre-sale to post-sale activities including opportunity management, quoting, order fulfillment, and account support.

As a key member of our commercial team, you'll use your exceptional communication skills, problem-solving ability, and customer-first mindset to drive adoption, grow revenue, and deliver an outstanding customer experience.

Key Success Factors

• Responsiveness & Accuracy: Consistently delivers timely, professional responses to customer inquiries with a high level of accuracy in quotes, data entry, and order processing.
• Sales Funnel Ownership: Actively manages opportunities from lead to order, improving close rates and maintaining healthy pipeline metrics in CRM tools.
• Cross-Functional Collaboration: Works seamlessly with sales, operations, and engineering teams to ensure smooth handoffs, resolve issues, and improve the overall customer experience.
• Customer Advocacy: Builds strong relationships by understanding customer needs, gathering feedback, and championing improvements that drive satisfaction and retention.
• Process Improvement Mindset: Identifies inefficiencies, contributes to the development of standard work, and supports continuous improvement initiatives across the customer journey.

Essential Duties and Responsibilities:

• Serve as the first point of contact for inbound inquiries; triage, qualify, and respond via phone and email.
• Manage customer relationships and the full opportunity lifecycle in CRM, from lead intake through order processing and fulfillment.
• Prepare accurate quotes, bids, and proposals in response to customer needs, and procurement processes.
• Support key accounts by providing timely updates on order status, pricing, and technical product information.
• Collaborate cross-functionally with sales, operations, engineering, and marketing to ensure seamless customer handoffs and issue resolution.
• Enter and maintain accurate data in ERP and CRM systems; order entry and opportunity management
• Support the field sales team and channel partners by supplying commercial materials and assisting with opportunity follow-up.
• Identify opportunities for cross-sell, upsell, and improved close ratios based on customer behavior and market feedback.
• Coordinate shipment logistics and ensure timely delivery of products.
• Continuously gather Voice of Customer feedback to support internal improvements and product innovation.
• Other duties as assigned

Expected Behaviors Aligned with Cultural Values and Anchors:

• Demonstrates is Curious, Takes Action a bias for learning and continuous improvement, agility with change and benchmarking world class performance.
• Is Consistently Accountable and Relentlessly Focused on Teamwork actively participates in achieving goals for the business and our customers. Approaches challenges with a low ego, prioritizing shared success over individual credit. Focuses on solving issuesnot assigning blameand believes in winning or losing as a team.
• Always Acts with Respect and Integrity Is truthful and trusted, transparent and self-aware.
• Sets a High Bar Focused on meaningful outcomes over activities, the ideal candidate embraces internal tools and processes, champions continuous improvement, and drives progress with purpose and accountability.

Required Education, Experience and Skills:

• 3+ years in customer success, inside sales, or customer service (B2B/B2G preferred).
• Proficiency in CRM, ERP systems, Microsoft Outlook, Teams, Word, and Excel
• Ability to juggle multiple tasks and deadlines with accuracy and efficiency
• Technical aptitude with ability to become a product expert
• Excellent verbal and written communication skills
• Strong organizational and analytical skills
• High attention to detail with the ability to manage multiple projects and tasks simultaneously

Physical Requirements and Working Conditions:

• This is a collaborative in-person role, therefore being physically present and available at our Monroe location is required.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Compensation & Benefits

In addition to competitive pay, we offer a comprehensive benefits package to support the health and wellbeing of our employees.

Benefits include:

• Paid holidays and paid time off
• Medical, dental, and vision coverage (with employer contribution to each)
• Simple IRA with 3% employer match
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Life Insurance and AD&D plans
• ORCA Passport benefit for new hires

At Sportworks, we're transforming the way people move, creating transportation solutions that benefit the well-being of people and the planet. As champions of active and multimodal transportation, we're on a mission to transform the status quo by connecting journeys seamlessly with innovative products and technology. Since launching the first commercial bike rack for buses in 1993, we've partnered with transit authorities, municipalities, advocates, and those creating our built world, to promote healthier, more sustainable mobility options.

Trusted worldwide, our solutions connect bus, rail, and cycling networks, and communities alike.

Silver Falls Capital is a private investment company, headquartered in the Pacific Northwest, focused on the acquisition and successful long-term operation of privately held companies. We acquire companies in attractive end markets and bring strategic and operational expertise, talent and investments to help those companies reach their full potential. Omni CleanAir, SportWorks, BirdBuffer and CITC are wholly owned subsidiaries of Silver Falls Capital. All qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, marital status, age (over 40), or disability (including AIDS, and cancer-related medical condition).