Customer Success Specialist

About Thermal Shipping Solutions

Cold Chain Packaging is outdated and environmentally harmful. We believe that things don't get better, solutions do. So, we strive to create sustainable packaging that nurtures the products that nourish the world. Today, Thermal Shipping Solutions transforms supply chains across the nation by combining sustainability, innovative package design, and deep-rooted relationships focused on our goal of betterment. We are working with the top companies to reduce carbon footprints and transform the future of our planet. With over 50 years of combined cold chain heritage, and over 200 million packages protected, TSS is proud to be recognized as the leader in sustainable temperature sensitive packaging.

Our Culture

Thermal Shipping Solutions is a fast-paced, high-energy environment where innovation, integrity, sustainability and customer success are core values. We deliver open, honest, careful communication and work as hard as we play. We create & deliver solutions that are revolutionizing the industry but more importantly the world, which brings excitement and purpose to our work. If you are looking for a place that will help you tap into your best work-self and give you hands-on experience building something big, then we invite you to come and build the future of packaging with us!

Job Description

We are seeking a Customer Success Specialist to manage customer relationships and facilitate a positive customer experience. The ideal candidate will be detail-oriented, organized, thorough, and prompt. This individual will be responsible for managing client relationships of all sizes as the main point of contact on behalf of the company. Successful Customer Success Specialists are collaborative team members, demonstrating a capacity for fast-paced work, creative problem solving, and a perpetual willingness to learn. Customer Success Specialists collaborate closely with the Sales, Manufacturing, and Supply Chain teams to bring the voice of the customer to all decision-making.

Essential Job Functions:

• Managing all aspects of the customer relationship in collaboration with the Sales team
• Creating long-lasting customer centered partnerships with our clients positioning TSS as a white-glove service provider by always going the extra mile to make sure they are taken care of in any way possible.
• Aligning cross-functional internal stakeholders around customer-focused creative problem solving
• Coordinating customer commitments, orders, logistics, and inventory across all TSS facilities and supplier partners
• Demonstrate understanding of order policies to ensure customer ordering meets lead times, minimum order quantities, etc.
• Sales order entry, and customer and item master data entry with strong attention to detail and high level of accuracy
• Set clear expectations with customers with direct and professional communication
• Launching new products and new customers in collaboration with the Sales, R&D, and Manufacturing teams
• Address and funnel feedback from customers to the Leadership team
• Learn and utilize ever-changing technological solutions to improve internal workflows and the customer experience
• Other duties as assigned

Experience and Skills:

• Experience in Customer Service, preferably in customer relationship management
• Project management experience
• Strong attention to detail
• Capacity for fast-paced work and adaptability to change
• Self-directed learning and retention of training
• Excellent communication skills, both written and verbal
• Proficient in MS Office Suite
• Knowledge of or training in Netsuite or similar ERP system preferred, but not required
• Export shipment experience is a plus

Education:

• Bachelor’s degree in a related discipline preferred, or similar professional experience

Important notice:

At this time, our company will not be engaging with external agencies or third-party vendors for recruitment services. We appreciate the interest of recruitment agencies, but kindly request that they refrain from contacting us regarding potential candidates. We are excited to build our internal recruitment capabilities and establish direct relationships with potential hires.

Thermal Shipping Solutions provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, sex/gender (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability, genetic information, or status as a covered veteran/reservist, and any other class of protected individuals, in accordance with applicable federal, state, and local laws.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Compensation Package:

• Bonus opportunities
• Performance bonus

Schedule:

• Monday to Friday
• On call
• Weekends as needed

Ability to Commute:

• Novato, CA 94945 (Required)

Ability to Relocate:

• Novato, CA 94945: Relocate before starting work (Preferred)

Work Location: In person

Salary : $65,000 - $75,000