The Customer Success Specialist will be responsible for resolving any emerging non key account customer problems with accuracy and efficiency. This role acts as a liaison between non key account customers, Sales, Operations, Accounting, Production Art, and Design, with a primary focus on building customer relationships and issue resolution. The Customer Success Specialist will also support the market with sales related customer administrative functions. | |
Role and Responsibilities - Exceed customer expectations via responsiveness, providing updates, and resolving customer concerns
- Regularly exercise independent judgment and discretion when interacting with all accounts and determining customer needs
- Serve as support of non-key accounts via email, and phone
- Responsible for tracking, updating and following up on customer orders
- Communicate trends to sales and operations leadership
- Assist with new customer onboarding
- Provide clear, detailed briefs to internal teams around customer concerns/issues
- Ability to answer up to 70 calls per day (during peak season)
- Maintains high levels of customer satisfaction and loyalty with customers
- Serves as a focal point for customer services issue escalation and elevates unresolved customer issues as appropriate
Key Competencies - Embodies a We-vs-Me mindset and daily personifies the Boxercraft values
- Proven track record of exceptional performance, high productivity and meeting deadlines
- Outstanding customer-focused account management skills and customer support experience
- Proven ability to multitask and work under pressure and build ongoing relationships
- Strong problem solving and analytical skills to deliver customer-focused solutions
- Infectious sense of enthusiasm, fun, and imagination associated with a group committed to developing the best client experiences in the world
- Excellent analytical, communication, and partnership skills
- Motivated, confident, self-sufficient, goal oriented, and driven
- Well organized and consistently meets deadlines
- Positive, clear, and professional written and phone communication skills
- Proficient with Microsoft Office (Word, Excel, Outlook, and PowerPoint)
Qualifications and Education Requirements - 2 years Associate’s degree, Bachelor's degree preferred
- 2 years Customer Service experience
- 1 - 2 yrs of Account management experience required
Physical Requirements This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and filing cabinets. The position will include a possible 5-10% warehouse assistance as needed during peak season. |
