Customer Success Specialist

R.S. Hughes - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Merchant Wholesalers, Durable Goods

About the position

The Customer Success Specialist (CSS) at R.S. Hughes Company, Inc. is responsible for providing dedicated customer care for assigned accounts, primarily classified as Maintain & Invest. This role serves as the single point of contact for these accounts, managing various aspects such as order management, customer queries, and satisfaction. The CSS collaborates with internal departments to ensure timely communication and resolution of customer needs, while adhering to company policies and safety protocols.

Responsibilities

• Manage customer orders and inquiries in a fast-paced environment using ERP and other internal systems.
• Track orders and trace deliveries to ensure on-time shipment.
• Communicate proactively with customers regarding order verification, status, pricing, and shipment.
• Respond promptly to customer queries within agreed service level agreements (SLA).
• Ensure accuracy of customer master data and specific requirements for assigned accounts.
• Train backup support on account management.
• Open new customer accounts and ensure accurate data setup.
• Provide internal support to junior team members regarding customer issues.
• Solve customer problems and provide effective solutions.
• Assist customers with returns and manage return goods authorizations.
• Coordinate with operations to verify lead times and schedule orders according to delivery needs.
• Enter customer orders efficiently and maintain accurate records in the ERP system.
• Analyze customer data to build reports and identify trends for management.

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 environment required.
• Minimum of 2-5 years' experience in data entry/management in ERP/CRM required.
• Strong interpersonal and communication skills.
• Customer service focused approach with the ability to work with diverse groups.
• Proficient problem-solving and critical thinking skills.
• Ability to multitask and perform duties with accuracy.

Nice-to-haves

• Experience with ERP systems and data entry.
• Knowledge of R.S. Hughes products and markets.
• Proficient in Microsoft applications.

Benefits

• Competitive salaries
• Comprehensive benefits package
• Opportunities for professional growth and development