Customer Success Associate

Milgard ManufacturingLaurel, FL
298d$18Onsite

About The Position

Serves as a primary point of contact to a complex customer base consisting of both assigned or unassigned accounts. Works to delight customers by performing the following duties.

Requirements

  • Must be able to work independently and have excellent time management and organizational skills.
  • Must possess conflict management skills.
  • Strong writing and reading comprehension skills required.
  • General knowledge of PGTI products.
  • General understanding of ERP and CSM systems.
  • Requires proficiency in MS office and other systems that may be required.
  • Experience in Business-to-Business customer support preferred.

Responsibilities

  • Works to resolve customer inquiries with a focus on customer satisfaction.
  • Discusses, interprets, and edits orders and quotes in the ERP Systems and CRM Systems.
  • Prepares and sorts documents and identifies data to be entered.
  • Completes quotes and delivers to customer within the response time frame.
  • Communicates extensively through CRM Systems to other PGT departments and customers.
  • Works closely with Product and Drawing Specialists for assistance with complex orders or quotes.
  • Identifies and assesses customers' needs to achieve satisfaction.
  • Provides accurate, valid, and complete information by using the right methods/tools.
  • Meets personal and customer success associate's teams KPI's.
  • Collaborates with teammates to ensure customer satisfaction.
  • Initiates calls to distributors to resolve questions, inconsistencies, or missing information.
  • Compiles, sorts, and verifies the accuracy of data to be entered.
  • Ensures accuracy of orders including supplying missing or misstated information.
  • Handles customer questions or challenges, provides appropriate solutions and alternatives.
  • Confers with other departments within the company to resolve customer issues.
  • Provides information to distributors, including verifying and extending pricing for orders.
  • Solves problems or resolves inquiries for customers and co-workers.
  • Resolves customer conflicts to resolution within assigned discretion.
  • Makes effective decisions to meet the needs of the customer with little oversight.
  • Provides support to external sales team.

Benefits

  • Three comprehensive Medical plan options
  • Prescription
  • Dental
  • Vision
  • Company Paid Life Insurance
  • Voluntary Life Insurance
  • Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
  • Company-paid Short-Term Disability
  • Company-paid Long-Term Disability
  • Paid time off (PTO), including Vacation, Personal, and paid Holidays
  • 401k retirement plan with company match
  • Employee Assistance Program
  • Teladoc
  • Legal Insurance
  • Identity Theft Protection
  • Pet Insurance
  • Team Member Discount Program
  • Tuition Reimbursement
  • Yearly Wellness Clinic
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