Job Title:

Customer Success Specialist      

FLSA

Non- exempt

Position Type:

Full-Time

Department:

Customer Success

Reports to: Director of Customer Success and Engagement

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.

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