Customer Success Specialist, eCommerce

Overview:

The preferred candidate will play a pivotal role in ensuring seamless customer experiences and driving satisfaction through expert support, strategic planning, and continuous improvement initiatives. Responsibilities include promptly addressing escalated customer inquiries and concerns, providing timely resolutions. Conducting troubleshooting and deep analysis to inform strategic plans aimed at enhancing operational efficiency and responsiveness is also a key aspect of the role. Additionally, understanding market trends, competitors, and eCommerce technology advancements to ensure the delivery of a frictionless customer experience aligned with both organizational and customer needs is essential.

In this role, you will need to have basic technical support skills and excellent communication skills, both written and verbal. Strong problem-solving abilities and the ability to work well under pressure while handling multiple tasks simultaneously are also important. Proficiency with Windows/Mac OS systems, web browsers (Chrome, Firefox, Safari), handheld devices, tablets, and SAP is preferred.

Responsibilities:

Act as the Subject Matter Expert for BREAKTHRU NOW. Be the resource for helping with training, questions, and trouble shooting customer issues.

Own customer service requests through coordination with Customer Care, IT, and the B2B teams to ensure requests are addressed quickly, resulting in a high level of satisfaction.

Perform troubleshooting or deep analysis to guide the organization’s support and strategic plan to drive increased speed to action.

Drive continuous improvement to key organization KPI’s around customer satisfaction by leveraging customer feedback through documentation and tracking of customer experience.

Understand customer needs to plan, organize, and manage all phases of customer adoption; ensuring that we’re always moving toward shared objectives that meet BBG and the customer’s needs.

Keep apprised of market trends, competitors, and eCommerce technology to deliver a frictionless customer experience.

Other duties, as assigned by the jobholder’s supervisor, may also be required.

Qualifications:

Bachelor’s Degree in business preferred with 3-5 years professional experience

Strong attention to detail and organizational skills a must

Must have basic knowledge of web browsers (Chrome, Firefox, Safari) and operating systems (Windows and Mac)

Proficient PC skills using MS Office and other various computer programs including presentation software

Must be a results-oriented professional with verbal/written communication skills using diplomacy and discretion as well as customer service skills

Ability to multi-task, work independently and/or within a team, pay attention to detail and meet deadlines

Analytic and Reporting skills

Utilize sound judgement and problem-solving skills

Ability to work in fast-paced, high-volume, team environment

The ability to communicate technical information in an accessible manner to non-technical customers and diagnose problems, providing clear advice to a user during problem solving

Ability to know when to escalate a problem.

Experience with remote desktop applications and help desk software

Up to 10% travel required.

Preferred Qualifications:

Knowledge and experience with SAP and SAP hybrids

Physical Requirements:

While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. Responsibilities, tasks, and duties of individual jobholders may vary from the above description.

EEO Statement:

Breakthru Beverage Group is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information and other legally protected characteristics. The EEO is the Law poster is available, if you need a reasonable accommodation because of a disability for any part of the employment process, please call (phone number removed) and let us know the nature of your request and your contact information.

Category:

Customer Service

Permanent