Customer Success Representative

Quality Enclosures Inc•Sarasota, FL

1d•$22 - $24

About The Position

The Customer Success Representative (CSR) position requires individuals who are experienced in managing customer relationships. This role goes beyond basic customer service and requires talented individuals with experience in building customer relationships, trust, and loyalty. The CSR is responsible for interpreting customer-submitted drawings, entering configuration details into the order/quote entry system, and ensuring customer satisfaction from order entry through delivery. These responsibilities require intermediate computer skills and the ability to navigate several applications simultaneously. CSRs are required to efficiently manage large amounts of often sensitive or confidential information. CSRs are responsible for tracking, sorting, identifying, and interpreting data as well as providing the customer with suitable options and/or alternatives when items are out of stock or have long lead times. This requires gaining a thorough knowledge of the shower enclosure industry through previous work experience, on-the-job training, and the ability to learn and retain information.

Requirements

High School Diploma or Equivalent
Experience in customer account management
Experience building customer relationships
Strong customer service skills
Professional and courteous attitude
Excellent written and verbal communication skills
Strong organizational skills
Ability to prioritize workload and meet deadlines
Ability to multitask and work independently
Ability to use logical thought processes to resolve issues and find alternative solutions
Ability to read and translate customer drawings related to shower enclosures
Mathematical skills including addition, subtraction, multiplication, division, fractions, and decimals are required
Proficiency with reading a tape measure
Intermediate experience with Microsoft Word, Excel, and Outlook

Nice To Haves

Technical background preferred, but not required

Responsibilities

Translate customer data and accurately enter configurations into data entry system
Ensure all orders are entered on the day received, prior to cutoff
Work directly with customers to resolve any inconsistencies or questions related to orders
Proofread orders prior to submitting, ensuring data entry accuracy to minimize errors
Escalate orders that do not comply with our safety standard specifications to team lead
Interpret and enter a high volume of customer orders efficiently and accurately
Meet order and quote entry deadlines
Ensure all quotes are returned to customers within four business hours of receipt
Follow company guidelines and processes for data entry best practices
Provide feedback to improve or update documented processes and procedures
Build solid customer relationships utilizing outstanding customer service skills
Understand your customer
Personalize your communication
Exceed customer’s expectations
Communicate consistently and confidently
Create value for the customer
Build trust and loyalty
Professionally engage customers in both written and verbal communications to resolve issues related to customer orders, quotes, and deliveries
Assist customers with all inquiries, including order status, general questions, pricing, quoting, etc.
Escalate customer inquiries, as required, following proper protocol
Maintain ownership and accountability for customer issues through resolution
Attend all scheduled customer success training sessions
Actively participate in all team and company meetings
Share thoughts and ideas to improve customer relations and ensure the success and growth of our customers and the organization
Identify and share opportunities to improve processes and systems within the Customer Success Team
Document processes and best practices, and create SOPs and reports, as assigned
Work within a team environment with a focus on ensuring the success of the team, not the individual