Customer Success Representative

Job Description

Job Description

The Customer Success Representative is responsible for supporting Account Managers in entering orders, handling requests, and providing needed support in a timely, professional, and courteous manner. As a Customer Success Representative, you will be pivotal in ensuring customer satisfaction and fostering long-term relationships. This role involves effective communication, problem-solving, and a proactive approach to customer engagement.

Responsibilities

• Respond to customer inquiries, provide accurate quotes, and process orders efficiently.
• Responsible for the entire order process, including order creation through delivery paperwork and maintaining organized records
• Collaborate with the outside sales team to provide essential support and information
• Reviews open customer order reports and takes action on open items, including those items that may be at risk in meeting the customer’s promised delivery date
• Develop a deep understanding of the company's product offerings and value propositions
• Support the sales team in administrative tasks
• Utilize CRM software to track leads and sales activities
• Coordinate with field services and operations teams to meet customer requirements
• Contributes to the development and improvement of customer success processes and tools
• Efficiently track invoice submission, approval, and payment status and assist with signature collection
• Maintain relationships with customers and field personnel, including face-to-face interaction
• Work with Sales Team/ Sales Manager to develop creative sales strategies and hit quarterly targets
• Performs other duties as assigned by direct supervisor

Qualifications

• 1-3 years of experience in an oilfield supply, customer service, or a sales support position required
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office and CRM software
• Strong sales, education, customer service, communication and organizational skills
• Professional attitude and ability to be flexible and handle change in a positive manner
• Strong interpersonal and communication skills to interact effectively with external and internal customers
• Experience working in a performance-driven culture is a plus
• Highly organized; able to prioritize, multi-task, and manage time effectively
• Must have excellent attention to detail
• Ability to think critically through order issues
• Experience with Oracle (NetSuite) a plus
• Positive, assertive attitude, outgoing, service-oriented, self-motivated, and willing to receive direction
• Ability to build and maintain positive relationships with both customers and coworkers
• Ability to take action and solve a range of problems that may be difficult but are not typically complex
• Ability to work independently with general supervision

Physical Demands and Work Environment

Physical Demands: This job is a mostly sedentary role; however, moderate physical activity is occasionally required to stand, walk, sit, reach, carry, pull, lift, or otherwise move objects up to 50 pounds. Employees are required to have specific vision abilities which include close and distant vision, peripheral vision, color vision, depth perception, and the ability to adjust focus. Employees are also required to talk and listen.

Work Environment: This job operates in a professional office/field/shop environment. The noise level is moderate and in a well-lit area. This role routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets, and fax machines.