Customer Success Associate

Milgard Manufacturing-posted 5 months ago
Full-time • Entry Level
Onsite • Laurel, FL
Fabricated Metal Product Manufacturing
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The Customer Success Associate serves as a primary point of contact to a complex customer base consisting of both assigned or unassigned accounts. The role focuses on delighting customers by resolving inquiries, discussing and editing orders in ERP and CRM systems, preparing documents, and ensuring customer satisfaction through effective communication and collaboration with various departments.

  • 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 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.
  • 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.
  • 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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