Job Description

Job Description

Job Description

Description:

The Customer Success Specialist plays a pivotal role in ensuring that every interaction with our customers is positive, professional, and memorable. This position thrives on delivering consistent, high-quality service with a smile and an upbeat attitude.

Key Responsibilities:

• Champion Customer Success: Own the process from order receipt to delivery, ensuring that everything meets or exceeds customer expectations.
• Lead with Knowledge: Develop a deep understanding of our products to effectively communicate to customers, and prospects, and support our sales team. Be the sales team SME for our ERP system.
• Support on the Go: Provide vital support to our sales staff while they’re on the road, ensuring they have everything they need to close deals.
• Price Letters: Lead the price letter process for our customers and prospects.
• Data-Driven Insight: Create insightful monthly KPI reports that keep our company informed during monthly meetings.
• Engage Creatively: Build strong relationships with our key accounts and prospects by finding innovative ways to connect through calls and emails.
• Be the Voice: As the first point of contact when customers call, whether they’re placing an order or raising a concern, you’ll communicate effectively and solve problems swiftly.
• Process Management: Take ownership of the Customer Complaint, Feedback, and Returned Goods processes, ensuring each is handled with care and efficiency.
• NPS Advocate: Understand and champion our Net Promoter Score (NPS) process to consistently measure and enhance customer satisfaction.
• Team Player: Assist with various sales-related tasks, from formatting product data sheets to any other duties that arise.

Reporting structure:

This position reports to the Marketing and Customer Success Manager

• Ambassador: We pride ourselves on being the friendliest polymer in the world, and we’re looking for someone who embodies that spirit.
• Education: An associate’s degree is preferred, but your passion and experience are what really matter.
• Detail-Oriented: You’ve got a keen eye for detail and outstanding organizational skills that keep everything running smoothly.
• Tech Savvy: Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) is a must.
• Phone Pro: You have an excellent phone voice and strong communication skills that make every caller feel valued.
• Travel: Occasional travel to client sites and conventions.

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