What are the responsibilities and job description for the Customer Success Specialist position at Gemline?
Company Background
Gemline is an award-winning, design-centric supplier of high-quality branded consumer products to the promotional products industry. Gemline is ranked as the 13th largest industry supplier by the Advertising Specialty Institute and was named the 2021 Supplier of the Year. The Company’s product line consists of a wide range of bags, luggage, business accessories, drinkware, electronics, stationery, writing instruments, gourmet foods and gifts. In addition to its strong portfolio of house brands and Gemline-branded products, the Company offers other high-quality retail brands such as American Tourister®, Anker®, Corkcicle®, Cuisinart®, Igloo®, MiiR®, Modern Sprout®, Moleskine®, Osprey®, Paper Mate®, Parker®, Waterman®, Samsonite®, Sharpie®, Slowtide®, and W&P®.
On multiple occasions, and as recent as 2023, Gemline has received the honor of being recognized as a Great Place to Work by PPB, a leading industry publication. Gemline’s Corporate Social Responsibility (CSR) efforts are focused on making a positive impact on society through environmental stewardship, ethical business practices, charitable giving and diversity, equity and inclusion leadership. Providing an exceptional customer experience to all customers is the Company’s number one priority! Every associate has a role in delivering that experience through Gemline’s foundational values of trust, integrity, humility, diversity, community and truth. The Company’s success is driven by its associates’ success – “Pride in People, Pride in Product.” Gemline’s culture is filled with collaboration, initiative, engagement, continuous problem solving, strong value for safety and respect for people.
The Customer Success Specialist will be responsible for managing customer contact received by telephone, email, writing or webchat. They will work actively with internal partners to provide an exceptional customer experience. The ideal candidate for this position will have established customer service experience and a commitment to delivering the highest quality care to all of our customers. Hours for this position are 9 am - 6 pm, Monday - Friday.
Responsibilities:
Customer Interaction and Service:
- Answers incoming customer inquiries, via phone and email, regarding order status, inventory availability, pricing, artwork, and issues.
- Achieves and maintains rapport with customers to deliver exceptional service and solutions.
- Authorizes merchandise returns, credits, and prepares necessary paperwork.
- Supports Outside/Inside sales representatives as needed.
Product and Service Knowledge:
- Demonstrates knowledge of product lines/brands, pricing, delivery times, and marketing promotional programs.
- Provides price quotations on decoration techniques, shipping costs, and general pricing inquiries.
Order Coordination and Communication:
- Coordinates rush orders and changes, ensuring requirements are communicated to relevant departments.
- Communicates effectively cross-functionally throughout the organization.
- Utilizes company databases (ERP system and Salesforce) to retrieve pertinent customer and order information.
Customer Communication and Issue Resolution:
- Receives and responds to customer inquiries and concerns promptly.
- Analyzes, researches and resolves customer concerns, guiding resolution and problem-solving efforts.
- Documents issues affecting customer satisfaction and collaborates on solutions.
System Utilization and Documentation:
- Follows departmental policy for documenting all interactions in Salesforce and utilizing ERP, CRM, and Salesforce systems for order and customer information.
Process Adherence and Improvement:
- Follows departmental processes and standard work to ensure consistency and efficiency.
- Identifies improvement opportunities and contributes to enhancing customer service processes.
Additional Responsibilities:
- Provides coverage as needed, adjusting schedules for pre-planned meetings or additional support tasks.
- Uses shipment systems for detailed information retrieval, label printing, returns processing, and claims handling.
- Performs other duties assigned by supervisors or managers.
Requirement/Qualifications
- Excellent communication skills, both written and verbal
- Excellent organizational skills
- Strong telephone etiquette skills
- Proficient in using CRM systems, particularly Salesforce.
- Excellent troubleshooting and problem-solving skills
- Minimum two-years of experience in a customer service/call center environment
- Exceptional interpersonal skills; build strong relationships with customers
- Must be extremely detail oriented
- Must be a team player
- Must be able to effectively use a PC including Microsoft Office (or equivalent programs) and a Windows based environment
- Ability to adapt to a fast-paced environment.
