Customer Success Associate

About the position

Serves as a primary point of contact to a complex customer base consisting of both assigned or unassigned accounts. Works to delight customers by performing the following duties.

Responsibilities

• Works to resolve customer inquiries with a focus on customer satisfaction.
• Discusses, interprets, and edits orders and quotes in the ERP Systems and CRM Systems.
• Prepares and sorts documents and identifies data to be entered.
• Completes quotes and delivers to customer within the response time frame.
• Communicates extensively through CRM Systems to other PGT departments and customers.
• Works closely with Product and Drawing Specialists for assistance with complex orders or quotes.
• Identifies and assesses customers' needs to achieve satisfaction.
• Provides accurate, valid, and complete information by using the right methods/tools.
• Meets personal and customer success associate's teams KPI's.
• Collaborates with teammates to ensure customer satisfaction.
• Initiates calls to distributors to resolve questions, inconsistencies, or missing information.
• Compiles, sorts, and verifies the accuracy of data to be entered.
• Ensures accuracy of orders including supplying missing or misstated information.
• Handles customer questions or challenges, provides appropriate solutions and alternatives.
• Confers with other departments within the company to resolve customer issues.
• Provides information to distributors, including verifying and extending pricing for orders.
• Solves problems or resolves inquiries for customers and co-workers.
• Resolves customer conflicts to resolution within assigned discretion.
• Makes effective decisions to meet the needs of the customer with little oversight.
• Provides support to external sales team.

Requirements

• Must be able to work independently and have excellent time management and organizational skills.
• Must possess conflict management skills.
• Strong writing and reading comprehension skills required.
• General knowledge of PGTI products.
• General understanding of ERP and CSM systems.
• Requires proficiency in MS office and other systems that may be required.
• Experience in Business-to-Business customer support preferred.

Benefits

• Three comprehensive Medical plan options
• Prescription
• Dental
• Vision
• Company Paid Life Insurance
• Voluntary Life Insurance
• Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• Paid time off (PTO), including Vacation, Personal, and paid Holidays
• 401k retirement plan with company match
• Employee Assistance Program
• Teladoc
• Legal Insurance
• Identity Theft Protection
• Pet Insurance
• Team Member Discount Program
• Tuition Reimbursement
• Yearly Wellness Clinic