Customer Success Specialist - Saunders Converting Manufacturing

About the position

The Customer Success Specialist (CSS) is responsible for dedicated customer care for a set of assigned accounts primarily classified as Maintain & Invest. The CSS will be the single point of contact for the entirety of the account which may require working across many warehouses and regions. This key role works together with other internal departments regarding product pricing, credit, complaints, product availability, order status, returns, and delivery logistics. This position is responsible for all touch points for assigned accounts and back up accounts related to order management, customer specific requirements management, customer queries, customer satisfaction, and on time ship management. The CSS leverages all available resources to meet customer expectations while creating a positive customer experience through personalized, strong support. This role is expected to adhere to all company policies and safety protocols.

Responsibilities

• Timely management of customer orders and inquiries in a fast-paced environment using the ERP and other internal systems.
• Track orders/trace deliveries to ensure that customers receive on time shipment.
• Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status.
• Promptly respond to customer queries within the agreed SLA.
• Ensure customer master data and customer specific requirements are accurate for assigned accounts.
• Train back up support on account base.
• Open new customer accounts, ensure data set up is accurate, and welcome customers.
• Provide internal support to junior Client Experience team members regarding any minor customer problems, complaints, or requests.
• Solve customer problems and find best possible solutions.
• Help customers navigate RS Hughes' website and place orders online.
• Handle complaints within established guidelines and initiate appropriate follow-up and response.
• Proactively escalate unresolved customer issues to the correct internal resource/team for resolution.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Meet customer satisfaction metrics / expectations.
• Maintain adequate knowledge and understanding to meet customer's needs to provide real, effective solutions and deliver exceptional customer service.
• Assist customers with returned goods; write up returned goods authorizations for returning merchandise.
• Respond to shipping inquiries and answer returns status questions.
• Coordinate in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.
• Enter all customer orders in a timely, efficient manner.
• Regularly access real-time information to view product inventory levels, shipments, pricing, order activity, etc.
• Search customer orders to research status and provide accurate responses to ensure no lapses in communication.
• Remain knowledgeable of ERP system and maximize functionality to best serve our customers.
• Keep records of customer interactions, transactions, comments, and complaints in the ERP database.
• Enter data into different applicable systems/MS applications.
• Prepare product and customer reports by gathering data collected during customer interactions.
• Analyze and interpret customer data to build reports, KPIS, and report trends for Management.
• Identify trends and make recommendations to improve customer service.
• Provide attention to detail while also multitasking to complete the assignments.
• Provide feedback on the efficiency of the customer service process.
• Perform other job duties as assigned.

Requirements

• High School Diploma or GED equivalent required.
• Bachelor's degree in business or related field preferred.
• 2-5 years of experience in B2B customer service or phone-based support in a high-volume fast paced environment required.
• Minimum of 2-5 years' experience of data entry/management in ERP/CRM required.

Nice-to-haves

• Strong interpersonal skills: People and Communication Skills.
• A Customer Service Focused Approach.
• Able to work with a diverse group of people.
• Ability to read, understand and follow both verbal and written instructions.
• Proper spelling, grammar, and punctuation.
• Active listening.
• Proficient problem-solving skills / Critical Thinking Conflict Resolution.
• Flexibility and Adaptability.
• Attentiveness and Accuracy.
• Quick learner.
• Ability to multitask and perform duties with accuracy.
• Solid Organizational and Time Management skills.

Benefits

• Paid Time off
• Major medical, dental, vision
• Company paid short-term and long-term disability
• Paid parental leave
• Various supplemental benefit plans
• Employee Stock Ownership Program (ESOP)