Customer Success Specialist

Customer Success Specialist

As part of the Candela Customer Success team, the Customer Success Specialist will be responsible for a successful customer onboarding experience, proactive communications to ensure the highest level of customer satisfaction and loyalty which will ultimately result in future revenue growth opportunities. The ideal candidate will be someone with a track record of high performance, who has a "Customer First" mindset, is skilled at using interpersonal skills to negotiate, influence and resolve internal and external customer needs. Strong organizational relationships are needed with internal Candela customers such as; Sales, Inside Sales, Technical Support, AR/Collections, Marketing other operations and personnel across all divisions.

Essential Job Functions

• Ensure customer orders are processed and fulfilled in a timely manner given inventory availability.
• Proactively communicate with customers keeping them informed on the status of their orders and other customer relevant information.
• Establishing a trusted adviser relationship that works to ensure customer's overall satisfaction with Candela and its products.
• Serve as internal business partner work closely with the Candela Sales and external customers to ensure needs are met.
• Provide direct customer support from point of purchase to point of delivery sale.
• Facilitate the coordination of internal resources to resolve complex problems for assigned customers.
• Customers' daily point of contact for issue resolution and questions.
• Log customer complaints for external customers served.
• Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Follow up on customer satisfaction surveys as required.
• Minimize backorders and miss-shipments to customer's sites by working with supply chain to manage customers demand and supply.
• Identify process improvement opportunities to elevate the Candela order to ship and inquiry experience.

Knowledge/Educational Requirements

• Experience in customer service or administrative experience
• Excellent interpersonal skills; ability to persuade and communicate through strong written & verbal communication skills; interfacing with customers, managers and business partners.
• Strong problem-solving skills. Ability to analyze, determine root cause and resolve customer issues.
• Conflict resolution skills - ability to handle complaints; settle disputes, grievances and conflicts through negotiation with customers and internal departments.
• Capable of developing and maintaining customer relationships.
• Ability to formulate effective and constructive solutions to problems.
• Follow through skills, detail oriented.
• High level of communication effectiveness – verbal and written.
• Energetic and motivated person who enjoys working in a fast-paced environment.
• Flexibility in other assignments and able to multi-task.
• Proficient computer skills, including Microsoft Outlook and Excel
• Experience with Oracle and SFDC highly desired.

This job description is not all inclusive and is intended to capture a majority of the job functions. Special projects and other tasks may be required by management.