Customer Success Specialist

Job Title:

Customer Success Specialist      

FLSA

Non- exempt

Position Type:

Full-Time

Department:

Customer Success

Core Focus

The Customer Success Specialist will be responsible for resolving any emerging non key account customer problems with accuracy and efficiency. This role acts as a liaison between non key account customers, Sales, Operations, Accounting, Production Art, and Design, with a primary focus on building customer relationships and issue resolution. The Customer Success Specialist will also support the market with sales related customer administrative functions.

Job Description

Role and Responsibilities

• Exceed customer expectations via responsiveness, providing updates, and resolving customer concerns
• Regularly exercise independent judgment and discretion when interacting with all accounts and determining customer needs
• Serve as support of non-key accounts via email, and phone
• Responsible for tracking, updating and following up on customer orders
• Communicate trends to sales and operations leadership
• Assist with new customer onboarding
• Provide clear, detailed briefs to internal teams around customer concerns/issues
• Ability to answer up to 70 calls per day (during peak season)
• Maintains high levels of customer satisfaction and loyalty with customers
• Serves as a focal point for customer services issue escalation and elevates unresolved customer issues as appropriate

Key Competencies

• Embodies a We-vs-Me mindset and daily personifies the Boxercraft values
• Proven track record of exceptional performance, high productivity and meeting deadlines
• Outstanding customer-focused account management skills and customer support experience
• Proven ability to multitask and work under pressure and build ongoing relationships
• Strong problem solving and analytical skills to deliver customer-focused solutions
• Infectious sense of enthusiasm, fun, and imagination associated with a group committed to developing the best client experiences in the world
• Excellent analytical, communication, and partnership skills
• Motivated, confident, self-sufficient, goal oriented, and driven
• Well organized and consistently meets deadlines
• Positive, clear, and professional written and phone communication skills
• Proficient with Microsoft Office (Word, Excel, Outlook, and PowerPoint)

Qualifications and Education Requirements

• 2 years Associate’s degree, Bachelor's degree preferred
• 2+ years Customer Service experience
• 1 - 2 yrs of Account management experience required

Physical Requirements

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and filing cabinets. The position will include a possible 5-10% warehouse assistance as needed during peak season.