What are the responsibilities and job description for the Customer Success Specialist position at Grand Rapids Chair CO?
Customer Success Specialist
About the Organization
Are you looking for a company that values work-life balance, offers benefits like tuition reimbursement and paid volunteer hours, and fosters a transparent, employee-focused culture?You've come to the right place.
Pull up a chair. You're in good company.
At Grand Rapids Chair, we craft furniture that fosters connection and creativity in the spaces where people gather. As a family-owned business, we've built our process around the customer-delivering high-quality, Michigan-made furniture with friendly service and fast lead times.
Our commitment to excellence is driven by our values. We believe every employee plays a role in shaping the future of GRC, and together, we push boundaries, take ownership, and celebrate our collective success together.
We Encourage You to 'Go Be Awesome!'
At GRC, know life extends beyond work. That's why we offer competitive salaries, great benefits, and opportunities for learning and professional growth. We're proud to be named one of Grand Rapids'Best and Brightest Companies to Work For- () - because just like our customers, we want our employees to sit happy, too.
Explore our benefits ()
Description
- Dog-friendly office environment!
SUMMARY
The Customer Success Specialist manages the communications with the customer startingafterthe product has been delivered. The main focus of this role will be resolving quality complaints in a timely, customer first manner. The Customer Success Specialist provides excellent communication with not only the customer / account but also with internal quality team to get to the correct resolution. The role will also help Account Managers by supporting them with quoting requests. This person is passionate about customer service and providing best in class support to our internal and external customers. The Customer Success Specialist is a diligent individual who thrives in a fast-paced environment and is focused on accuracy and accountability
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Acts as the key interface between the customer and Grand Rapids Chair in all post-delivery communications
Supports Account Managers by providing timely responses to quote requests.
Learns various processes and accounts and provide coverage for Account Mangers when they have time off
Troubleshoots and uses structured problem-solving approach to meet customer demands.
Delivers clear and concise communication to the customer in complex quality situations
Coordinates with the sales and operational team to ensure customer needs are addressed
Maintains high customer satisfaction ratings that meet company standards.
Possesses and continues to develop expert product knowledge
Position Requirements
Bachelor’s degree preferred.
Minimum 1-3 years of proven account management or customer service experience. Excellent communication and relationship building skills.
Experience in delivering client-focused solutions based on customer needs
Furniture industry or related experience preferred, but not required.
Proven ability to manage multiple projects at a time while paying strict attention to detail
Strong organizational and problem-solving skills.
Working knowledge of Microsoft Office required.
Ability to excel in a professional, team based, and fast paced environment.
Attention to detail, ability to follow directions and handle multiple tasks and projects efficiently.
Position may be eligible for flexible work arrangements.
Shift Days
Full-Time / Part-Time Full-Time
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Category Sales Operations
This position is currently accepting applications.
