Customer Success Account Representative

Lapp Tannehill - Savage, MN

Full-time - Entry Level

Savage, MN

Merchant Wholesalers, Durable Goods

About the position

The Customer Success Account Representative is responsible for providing post-order support to customers, ensuring their needs are met through effective communication and problem-solving. This role focuses on managing open orders, troubleshooting issues, and fostering strong relationships with customers to enhance trust and loyalty.

Responsibilities

• Manage all open orders for assigned regional account package.
• Troubleshoot all problems/questions post-order.
• Communicate with customers via phone, video, or email regarding post-sale inquiries, including status updates and tracking numbers.
• Assist customers in improving delivery dates by initiating expedites.
• Partner with Regional Sales Managers to align direction and support customers.
• Investigate and resolve complaints and errors in service by collaborating with internal and external customers.
• Act as a liaison between the customer and various departments to ensure satisfaction based on customer needs, costs, and time constraints.
• Collaborate with other departments to maintain customer satisfaction.
• Contact customers regarding freight issues and material shortages.
• Maintain accurate and up-to-date customer profiles within CRM.
• Partner with quality to complete necessary documents in an expedited manner.

Requirements

• Bachelor's degree (B.A.) from a college or university program, or minimum of two years of customer service experience in the wire and cable industry or related experience.
• Demonstrates accuracy and thoroughness in tasks.
• Exhibits excellent interpersonal skills, strong work ethic, and a positive attitude.
• Displays high attention to detail and strong organizational skills.
• Identifies, researches, and resolves problems effectively.
• Strong customer orientation and timely response to service requests.
• Self-starter with the ability to work independently and manage time efficiently.
• Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
• Treats people with respect and upholds organizational values.
• Looks for ways to improve and promote quality and processes.