What are the responsibilities and job description for the Customer Engagement Specialist position at Southeastern Paper Group?
Job Title: Customer Engagement Specialist
Reports To Job Title: Customer Success Area Manager
Work Location: Remote
Business Units/Regions Responsible for: Southeast
Approximate # of Direct Reports: 0
% of Travel Required: 5% or less
FLSA Status: Non Exempt
Position Overview
The Customer Engagement Specialist is responsible for fostering meaningful connections with customers by delivering excellent service, addressing inquiries, and enhancing the overall customer experience. This role involves understanding customer needs, proactively addressing concerns, and ensuring that interactions are positive, efficient, and consistent with brand standards.
Position Type/Expected Hours
· Full Time, Monday-Friday; 8am-5pm. Occasional early or late hours may be required as job duties damand.
Requirements
· Strong communication and interpersonal skills.
· Problem-solving abilities and attention to detail.
· Familiarity with CRM software and customer support platforms.
· Ability to work both independently and collaboratively in a fast-paced environment.
· 1-2 Years Experience in Customer Service environment, Warehouse/Distribution environment helpful.
Responsibilities include, but are not limited to:
· Partner with the sales team to provide internal and administrative support, ensuring seamless communication and workflow.
· Initiate and maintain strong relationships with core customers.
· Foster deeper connections with customers to enhance loyalty and satisfaction.
· Utilize reporting to identify opportunities for sales growth based on margin and missed order cycles.
· Deliver exceptional "white glove" service to new customers, ensuring a positive onboarding experience.
· Cultivate and nurture customer relationships over time to promote long-term partnerships and repeat business.
