Customer Success Rep A

Simco Electronics•Santa Clara, CA

About The Position

Customer Success Representative A plays a critical role in ensuring exceptional customer experiences by acting as the primary point of contact for customer inquiries, service requests, and issue resolution. This position involves coordinating with internal teams to meet customer needs promptly, maintaining clear communication, and fostering positive relationships. The role requires attention to detail, adaptability, and a commitment to continuous improvement in service delivery.

Requirements

Proficient in Microsoft Office applications (Word, Excel, Outlook).
Flexible and creative problem-solving skills and a proactive, customer-focused mindset
Strong verbal and written communication skills, with the ability to clearly articulate solutions and updates.
Exceptional active listening skills and the ability to empathize with customers.
Time management and multitasking skills to handle multiple requests efficiently.
Positive, solution-focused attitude with a commitment to accountability and self-improvement.
Friendly, courteous, and professional demeanor that fosters trust and loyalty.
High school diploma or GED.
Minimum of 1 year of relevant customer service experience required

Responsibilities

Serve as an enthusiastic ambassador for SIMCO’s Mission and Service, ensuring a high level of customer satisfaction.
Build and maintain positive, professional relationships with customers by addressing their needs effectively.
Serve as the primary point of contact for scheduling, processing, and updating equipment service requests, including calibration and repair services.
Handle inbound and outbound communication via phone, email, and other platforms, ensuring clarity and professionalism.
Address customer inquiries, provide updates on service status, and resolve complaints using the designated online system.
Effectively transfer messages and requests to the appropriate internal personnel for swift resolution.
Accurately document all customer interactions, service requests, and status updates in the appropriate systems.
Organize and maintain customer records, including shipping forms, field service reports (FSRs), and transfer forms.
Regularly review and update customer contact information to ensure accuracy.
Monitor and manage the Delayed Delivery Report (DDR), ensuring all delayed items are addressed and resolved professionally.
Prepare and present service activity reports to supervisors as required, providing insights into operational efficiency and customer feedback.
Collaborate with internal teams to coordinate service workflows and ensure seamless communication.
Proactively share customer feedback and insights with the team to improve overall service quality.