What are the responsibilities and job description for the Customer Success Specialist position at Korpack?
Benefits:
For those who are ready for more than just a job.
This is not a role for the faint-hearted. We are not offering a cushy 9-to-5 where you can coast through the day. Were looking for a driven individual who thrives on challenges and is committed to doing whatever it takes to keep our white-glove service running at its best. As we continue to grow, we are seeking someone who embodies the following core values:
The Journey:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Profit sharing
- Vision insurance
For those who are ready for more than just a job.
This is not a role for the faint-hearted. We are not offering a cushy 9-to-5 where you can coast through the day. Were looking for a driven individual who thrives on challenges and is committed to doing whatever it takes to keep our white-glove service running at its best. As we continue to grow, we are seeking someone who embodies the following core values:
- D - Determined
- I - Innovative
- S - Smile
- R - Responsive
- U - Understanding
- P - Proactive
- T - Teamwork
The Journey:
- Day-to-Day Customer Orders and Interaction:
- Process and manage customer orders daily, including sales order entry, and provide customer status updates.
- Assist the Sales team in sales and customer service-related operations, fostering strong customer relations through timely resolution of inquiries and proactive communication.
- Act as a liaison between the customer and the company for all velocity issues and customer inquiries, ensuring all customer requirements are met and coordinating the resolution of issues regarding existing and new products.
- Ensure open and effective communication channels with customers, partners, and internal teams to foster positive relationships and address any inquiries or issues promptly.
- Respond to and/or ensure responses to appropriate individuals on sales and customer service-related inquiries, emphasizing the importance of courteous and professional interactions.
- SO & PO Entry & Confirmation:
- Place Purchase Orders with vendor partners and track these orders to ensure timely deliveries to customer partners, making margin and logistical decisions to promote cost savings and ensure PO accuracy.
- Administer daily sales support processes and procedures (i.e. answer all calls, sales order entry, customer onboarding, quoting, quote follow-up, customer creation, and other special projects as needed). Must follow the cycle from the beginning to completion including Qualifying opportunity, cross referencing vendor pricing, data entry, and following up with the customer once the quote is complete.
- Communicate with all co-workers, customers, partners, suppliers, and others in a courteous and professional manner, ensuring responses are provided to sales and customer service-related inquiries promptly. Respond and/or ensure a response is provided to appropriate individuals on sales & customer service-related inquiries to foster positive relationships.
- Customer Experience (Net Promoter Score - NPS):
- Engage in activities that enhance customer experience and satisfaction, including monitoring performance indicators, managing sales tracking tools (ie. dashboards) and reviewing pending orders to meet specific customer requests to ensure excellent customer service and customer experience.
- Develop and maintain positive relationships with customers and vendors, contributing to a high-integrity environment that promotes positive team morale.
- Support requests for assigned accounts and serve as the main point of contact, ensuring timely responses to inquiries and requests.
- Work closely with customers to identify their ongoing needs and provide recommendations for additional products or services.
- Recognition for your hard work and commitment
- Opportunities for career growth within a company that values ambition
- A culture that rewards your efforts what you give, we give back. Profit sharing: we all succeed together. Failure is not an option.
- 4-5 years of related experience
- High School Diploma and or BS in Marketing, Business, or Communications
- Proficiency with cloud-based ERP and other software programs used in this job (Microsoft Office, Acumatica (current ERP system)
- Attention to detail
- Experience with customers and vendors
- Desired: Two years of related packaging, manufacturing, or distribution industry experience
- Strong problem-solving skills and a customer-focused mindset
