Customer Success Representative

LED FastStart•Monroe, LA

9d•Onsite

About The Position

Customer Success Representatives (CSRs) are responsible for managing customer orders and serving as the primary point of contact for customers. They enter and edit orders into the company's ERP system, advocate for customer needs in production scheduling meetings, and communicate product and delivery requirements. CSRs collaborate with various internal teams and external partners to manage order timelines, resolve customer issues, and provide status updates. They are also responsible for maintaining customer records, processing complaints, and ensuring timely communication of important information such as price changes and usage reports.

Requirements

Basic user level skills with Microsoft Word (opening/saving files, cut/copy/paste, formatting, spell/grammar checks).
Basic user level skills with Microsoft Excel (opening/saving files, formatting spreadsheets, basic formulas, data addition/deletion, cut/copy/paste).
Basic user level skills with Microsoft Outlook (opening, creating, sending emails, attaching files, using calendar for scheduling).
Basic user understanding of SharePoint files (accessing/using standardized forms from QMS, accessing/updating/storing documents from Customer Success SharePoint drive).
Ability to learn Sugar and Epicor ERP system software within the first 60 days of employment.
Proficiency with CSR functions of Epicor required within 90 days of employment.
Basic math skills (adding, subtracting, multiplication, division of whole numbers and decimals, conversion to percentages).
Knowledge of geographical map (transportation).
Good decision-making skills (understanding issues, processing information, arriving at reasonable conclusions).
Good communication skills (articulating clearly verbally, electronically, and in written form with customers and internal parties).
Ability to identify assigned inventory and accurately count it for monthly inventory.
High School Diploma or GED or High School Equivalence Certificate.
Two or more years of experience working in a customer-based business environment.
Two or more years of experience working directly with customers via telephone or in person.

Nice To Haves

Acquisition of basic product knowledge (part numbers, resin make-up, market applicability, pricing structure, pricing agreements) within 90 days of employment.

Responsibilities

Enter and edit orders into the Company ERP system (Epicor).
Represent Mid South Extrusion to customers and act as their advocate in production scheduling meetings.
Communicate product and delivery needs to the production team.
Work with the Customer Success Manager, Production Coordinator, Shipping Department, and JB Hunt Transportation to expedite or delay orders.
Regularly contact customers to provide information on production and delivery status of current and future orders.
Receive, document, and work with the Technical Director and other MSE personnel to resolve customer problems or complaints.
Negotiate or participate in the negotiation of resolutions for customer issues, orders, or complaints.
Refer unresolved customer grievances to designated departments and follow up on their resolution.
Resolve customer service or billing complaints, including processing credit/debit memos and returns.
Communicate current stock levels to customers.
Send timely notifications of price changes to affected customers.
Update price sheets monthly in CRM for corporate accounts.
Develop and submit Customer Month End Usage reports.
Recognize order patterns and assist in forecasting customer needs.
Demonstrate proficiency in the CRM system.
Participate in monthly inventory counts on the 1st day of every month.
Comply with applicable PPE requirements and all company Safety Rules.
Participate in weekly meetings pertaining to customer needs.
Assist in other duties and functions of the Customer Success Department as assigned.