Customer Service Representative II
About The Position
Customer Success Representative II’s are the initial point of contact for customers and our sales team, providing support in various aspects of order processing. The Customer Success Representative II's primary function is to help ensure operational excellence through extended knowledge, responsibility, and processes. Provide support in resolving complex issues through ownership or leveraging insights and perspectives of our cross-functional teams. Manage customer complaints effectively while maintaining professionalism and finding resolution within established guidelines. Work closely with cross-functional teams to ensure best-in-class customer experience.
Requirements
- High school diploma/GED required
- A minimum of 3 years of customer service experience in an office or similar professional environment assisting customers through issue resolution
- Relevant experience in a Supply Chain/Distribution support-related role may also be considered
- Strong problem-solving skills
- Detail-oriented with the ability to multitask and work independently
- Excellent verbal and written communication skills
Nice To Haves
- Salesforce or similar Customer Relationship Management (CRM) experience
- SAP or similar Enterprise Resource Planning (ERP) experience
Responsibilities
- Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving the e-commerce platform.
- Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.
- Account ownership of House Accounts, which includes all communication & order management with the customer.
- Mentor CSR I’s by providing training and working with them on troubleshooting/escalations.
- Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively.
- Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.) Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit.
- Collaborate directly with cross-functional teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey.
- Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals.
- Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary and assist with communication to customers during territory re-alignments.
- Be a Subject Matter Expert for all Dawn facilitated platforms.
- Other duties and responsibilities as assigned by Customer Success management.
Benefits
- Industry-leading health insurance on Day 1!
- Competitive Pay
- 401(K) + company match
- 10 Paid Company Holidays
- Paid Time Off
- Professional training
- Family-owned business over 100 years in service
- An opportunity for career advancement, working as part of an empowering workforce
- comprehensive health and well-being coverage
- competitive compensation packages
- award-winning benefit offerings
- generous 401(k) matching program
- tuition assistance and educational programs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
