Customer Success Specialist

About the position

Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you’re empowered to make decisions, find solutions and receive rewards for your hard work. This position will be located in: Fargo, ND or any of our Border States locations. Job Summary: Supports the day-to-day operations focused on four and five-star customers and the branches that support these customers. Coordinates resources to ensure customer satisfaction, project efficiency, and contract performance. Assists with customer growth and retention. Develops innovative solutions and methods to solve problems and assist with issue resolution for customers within the region. Coordinates communications, action plans, projects and tasks. Coordinates customer specific inventory, pricing, data loads and reporting needs with the appropriate branch support department for key customers within the region.

Responsibilities

• Responsible for providing cross functional support to other members of the Customer Success and branch support departments with specific focus on reporting, quality assurance, customer focused technology tools, and customer specific projects.
• Serves as branch contact for four and five-star customers within the region and is the liaison to appropriate Customer Success, branch support or branch personnel.
• Develops innovative solutions and methods to solve problems and assist with issue resolution for customers within the region.
• Coordinates communications, action plans, projects and tasks with Border States branches and Branch Support Center.
• Coordinates and prepares data and reporting for customer core team meetings or business reviews.
• Develops documentation of reports, quality assurance tool and data sets to ensure clarity and the integrity of the reports/data.
• Represents the customer’s interests for the Customer Success team during periodic internal pricing and inventory meetings.
• Coordinates customer specific inventory, pricing, data loads and reporting needs with the appropriate corporate department for key customers within the region.
• Facilitates and assists branch, business development and branch support personnel with new agreement proposals and implementations.
• Facilitates training on best practices and continuous improvement tools for four and five-star customers including: Total Customer Cost Management (TCCM) tools and techniques, delivery date management, customer inventory control, customer technology options and other innovative supply chain methods.
• Ensures there is effective communication and follow through for all customers.
• Facilitates quality assurance by monitoring and analyzing reporting tools and improving Border States' performance with four and five-star customers.

Requirements

• Four-year business, communications, distribution or related degree or the equivalent in work experience.
• Prefer a minimum of two years of prior customer service or sales experience with knowledge of business processes and procedures with a high degree of accuracy and attention to details.
• Prefer the ability to read, write and speak in English.
• Prefer advanced working knowledge of PC for Windows, Microsoft Office (Excel, Word, Access, and PowerPoint).

Nice-to-haves

• Excellent interpersonal, written and verbal communication, reading, and customer service skills.
• Ability to effectively plan, prioritize and organize.
• Ability to work independently as well as perform in an environment of collaboration, teamwork, innovation, change management and problem solving.
• Ability to interact with customer and Border States personnel with a wide range of job responsibilities.
• Requires attention to detail and accuracy.
• Ability to influence and guide teams towards results.

Benefits

• Health, Dental and Vision Benefits
• Accident, Critical Illness, Hospital Indemnity
• FSA & HSA
• Employee Stock Ownership Plan (ESOP)
• Disability Benefits
• 401(k) Retirement Plan
• Life Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Volunteer Time
• Personal Leave time and more!