Customer Success Specialist

We are seeking a Customer Success Specialist to support, maintain, and build strong relationships with our customers, sales teams, and project managers. This role is the main point of contact for our Retail and Industrial Safety customers, ensuring they receive exceptional service with every order and inquiry. If you have a keen eye for detail, excellent organization, and strong communication skills, we want to hear from you!

Key Results

• Deliver responsive, attentive, and personalized service for all customer orders and inquiries.
• Work closely with the sales team to exceed territory goals and customer expectations.
• Resolve problems and complaints effectively to create a positive customer experience.
• Build and maintain strong customer relationships to foster loyalty.

Key Activities:

• Respond to all customer and sales inquiries within 24 hours.
• Set clear and realistic customer expectations and communicate available solutions.
• Collaborate with sales teams to ensure customer satisfaction.
• Provide accurate, timely updates on order status, including any changes in order dates.
• Review orders for accuracy, make necessary corrections, and report findings.
• Coordinate with various departments to ensure on-time order shipments.
• Handle freight quoting as needed.
• Double-check orders to ensure team accuracy.
• Initiate an electronic case form within 24 hours for any customer complaints or issues.
• Work with Sales, Purchasing, and Distribution Centers on rush requests to meet critical delivery dates, such as Grand Openings.
• Develop and implement a resolution plan for all customer issues within 24 hours.
• Actively participate in team meetings.

Areas of Responsibility:

• Serve as the main point of contact for key accounts in Retail, Industrial Safety, and Safety Bollard.
• Build and nurture strong relationships with key customers, sales teams, and project managers.
• Provide non-technical problem resolution by responding to customer inquiries via phone, email, or chat.
• Develop and execute strategies to enhance customer satisfaction for key accounts.
• Keep internal teams informed about key customer needs and challenges.
• Record customer activities and product information using a customer relationship application or database.

Critical Success Factors:

• Respond to customer inquiries within 24 hours with complete accuracy, especially related to order management.
• Troubleshoot and resolve issues quickly and effectively.
• Maintain a 99% order accuracy rate.

Desired Qualifications:

• 4 years of experience in a customer service or customer success role
• Experience with CRM systems and customer relationship databases
• Familiarity with order management processes
• Ability to work in a fast-paced, remote environment
• Strong time management and prioritization skills
• A commitment to delivering exceptional customer service

McCue Corporation is committed to providing equal employment opportunities to all qualified applicants and employees. We do not discriminate based on age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by law. If you require accommodation in the application process due to a disability, please contact Human Resources.

If you are passionate about customer service and thrive in a fast-paced environment, apply today to join our exceptional team at McCue Corporation!