What are the responsibilities and job description for the Customer Success Representative position at Lapp Tannehill Inc?
This position serves as post-order support to customers by assisting them with order entry, returns, expediting, status updates and their general concerns. . As a Customer Success Account Rep., you are responsible for performing customer service tasks in accordance with company business practices and strive to develop meaningful relationships with customers to encourage trust and loyalty.
Essential Duties and Responsibilities
- Primary Role: Manage all open orders for your assigned regional account package
- Secondary Role: Troubleshoot all problems/questions post-order.
- Communicate with customers by phone, video or e-mail about post-sale inquiries including status updates, tracking numbers and proof of delivery.
- Assists customers to improve delivery dates by initiating expedites.
- Partner with the Regional Sales Managers to align direction and support customers
- Investigates and resolves complaints and errors in service by working with both internal and external customers.
- Act as a liaison between the customer and departments within Lapp to ensure satisfaction based on the customer’s needs, costs and time constraints.
- Collaborates with other departments to ensure customer satisfaction is maintained.
- Contacts customers regarding freight issues and material shortages.
- Maintain accurate and up-to-date customer profiles within CRM.
- Partners with quality to complete the following documents as requested in an expedited manner; Certificates of Origin, Certificates of Compliance, HTS, REACH, ROHS, Conflict Mineral/Dodd Frank.
Requirements:
- Collects and researches data in a timely manner. Demonstrates accuracy and thoroughness
- Demonstrate excellent interpersonal skills, strong work ethic, and a positive attitude.
- Displays a high attention to detail, and strong organization skills
- Identifies, researches, and resolves problems effectively.
- Strong customer orientation and responds to requests for service and assistance timely.
- Must be a self-starter and possess the ability to work independently and use time efficiently and effectively.
- Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
- Treats people with respect; Upholds organizational values.
- Looks for ways to improve and promote quality and processes.
- Adheres to company policies and procedures.
- Bachelor’s degree (B.A.) from a college or university program; or minimum of two years of customer service experience in the wire and cable industry or related experience and/or training in a related field(s) or equivalent combination of education and experience.
- Hybrid - In office three days per week
