Customer Success Specialist

Watchmaker Genomics•Boulder, CO

21h•Hybrid

About The Position

Watchmaker is inviting applications for the full-time position of Customer Success Specialist. This position reports to the Customer Success Manager and will be responsible for processing and tracking customer orders, managing customer account updates, and responding to inquiries in a professional manner. This individual will be accountable for ensuring customer orders and inquiries are resolved quickly and will help manage customer expectations and complaints. The successful candidate will thrive in a dynamic, fast-paced working environment and contribute directly to our company culture and success. The position provides an opportunity to grow and develop as a leader.

Requirements

High School diploma or GED
At least two years of relevant customer service experience.
Practical experience with computer software, customer ordering based preferred.
Previous experience in a customer service role.
The ability to respond appropriately under pressure.
Sound judgment and excellent problem-solving skills.
A positive attitude and the ability to build relationships with clients.
The flexibility to work irregular hours, when required.
Superb written and verbal communication skills.

Nice To Haves

Bachelors in business or related field
Bachelors in related function preferred

Responsibilities

Process orders and sample requests while adhering to timelines for the acknowledgement of orders and supplying order details back to the customer.
Able to change priorities during the work day to focus on the most important issue/order/request quickly.
Develop working relationships with the Commercial team, R&D, Production, and Logistics to ensure ship dates communicated to the customer can be met.
Prioritize projects and creation of sales orders to address urgent issues and orders first.
Promptly responding to customer queries via email, live chat, video and phone channels.
Follow up on requests to customers for updated purchase orders or information needed to process their order.
Immediately escalating serious complaints or issues to the appropriate levels of management and quality.
Liaising with colleagues or managers to find the best solutions to customers’ issues.
Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
Maintaining a polite, helpful, and professional manner at all times.
Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
Familiarizing yourself with new products and services as they are introduced.
Attending workshops and meetings as required.
Providing training to new customer success specialists.
Respecting client confidentiality at all times.
Other similar duties may be required from time to time.