Customer Success Specialist

Job Title:

Customer Success Specialist

FLSA

Non- exempt

Position Type:

Full-Time

Department:

Customer Success

Reports to: Director of 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.

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