Customer Success Representative

Job Description

Mold yourself into something great at Redline!

Why You Should Redline:

We have amazing employees; we think you will like them too

We have fun at work everyday

We promise you won’t be bored. Your day will be filled with tasks that keep you moving and engaged

We care about you and want to hear your ideas

Perks of Redline:

We have the BEST supervisors & managers - they listen & want your input

Newly renovated culture that allows you to be radical

Outstanding teammates

Life happens - we're flexible

We act like ninjas and make things happen, then we get bonuses

Free on-site nurse

New, modern manufacturing facility

If that sounds intriguing, then come engage in radical candor while we help you get amped and teach you how to deliver wow!

Customer Success Team Member

The Customer Success Representative performs duties with a positive attitude, learning quickly, and paying close attention to details. This person recognizes problems and acts based on natural intuition. In addition to receiving orders and taking a low volume of calls, this person also reaches out to corporate B2B customers to work through issues and manage their expectations as it relates to their orders and delivery dates. This person adopts and leads continuous change, including responsibilities that may be outside of the job description. This person possesses the natural desire for continued learning and process improvement.

Primary Duties & Responsibilities:

Plan and implement accurate and timely changes to order entry and sales processes to streamline in relation to efficiency and effectiveness for customers.

Provide customer service work direction to ensure tasks are completed and inbound calls are answered.

Independently manage customer service tasks including calls and emails.

Acts as the customer advocate working internally to meet all customer needs.

Enter orders into Syteline ERP system.

Schedule customer orders.

Process EDI orders.

Accurately process warranty claims and returns.

Assess, record, and report possible trends in warrantable issues.

Creatively troubleshoot day to day issues.

Make appropriate decisions keeping the customer’s and company’s best interests in mind.

Prioritize time sensitive tasks.

Promptly respond to phone and email order status inquiries.

Accurately answer calls from consumers regarding basic product questions.

Support other departments as needed.

Qualifications:

Ability to perform critical thinking and complex problem solving

Ability to work independently, be a self-starter and meet deadlines

High attention to detail

Ability to work through difficult and complex situations without becoming frustrated

Shows moral courage, integrity, openness and honesty in all dealings

Highly skilled managing internal and external communications (written and verbal)

Excellent skills in Microsoft Office

Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail

Very strong interpersonal skills and the ability to build relationships both internally and externally

Demonstrated proactive approaches to problem-solving with strong decision-making capability

Highly resourceful team-player, with the ability to also be extremely effective independently

Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the high level of customer service and response

Demonstrated ability to achieve high performance goals and meet deadlines in fast paced, high-pressure environment.

Proven track record of proactive communication skills to include following instructions and ability to follow those instructions with minimal to no follow-up

Ability to think outside of the box and apply standard common sense by means of any “reasonable” individual.

Forward thinker who actively sees opportunities to propose solutions

Ability to give day to day work guidance and instruction to team members

Full-time