What are the responsibilities and job description for the Customer Success Representative position at Metro Supply Chain Holdings USA Inc?
JOIN OUR TEAM
National Fulfillment Services has an opportunity for a Direct Hire at our RENO Nevada location. We are seeking a Customer Success Representative to join our team.
NFS offers 18 days of PTO between Vacation, Floating Holiday, Federal Holidays, etc. We also offer, at no cost to our employees, Life Insurance and Short Term Disability. You are eligiblit for our elective benefits after 60 days of employment. These include, but are not limited to, Medical, Dental, Vision, Accident, Supplemental Life Insurance, and more. Our 401k has a 25% match that you are 100% vested in after 6 months of employment.
National Fulfillment is a Metro Supply Chain company. Metro is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.
Main Duties and Responsibilities
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Main point of contact for our customers operational team
- Direct communication with customers in both written and verbal form
- Investigate operational issues with the NFS operations team, feedback to customer
- Order management, tracking and troubleshooting, leveraging OMS (Order Management System)
- Understand and support the flow of information to customers for accounting, reporting and inventory
- Setup SKU’s, PO’s, Inventory, Kitting Orders etc. as needed to execute customers’ workload
- Communicate and coordinate with internal team members / departments to support excellent performance for our customers
- Prepare monthly billing invoices, ensuring accuracy and thoroughness
- Understand customer contracts
- Contribute to the profitability of business with customer
- Maintain accurate records of customer interactions
- Understand customer operational requirements and communicate with / support internal team executives
- Create reports, evaluate information, track costs as required supporting the customer account
- Interface with third-party vendors, learning additional software processes
- Coordinate activities in the contact center including, but not limited to updating promotions, forecasting volume, improvement of service levels by assisting in the training of call center agents
- Manage tasks for both internal and external projects
- Gather and share customer feedback
- Identify opportunities to continuously improve
- Be a goodwill ambassador for the company by courteous treatment of all customers
- Provide exceptional service to all internal and external customers
- Assumes additional related responsibilities as required
Requirements:
- Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Strong analytical, problem solving and prioritization skills
- Excellent communication skills
