Customer Success Specialist
About The Position
The Customer Success Specialist (described in the posting as an Inside Sales Representative) directly supports the Outside Sales team by maintaining proactive customer communication, providing responsive service, and recommending appropriate products and solutions. The role helps strengthen customer relationships, drive revenue, and deliver a seamless customer experience through timely support, collaboration, and knowledge of the company’s products. The position also manages vendor-managed inventory (VMI), including monitoring customer inventory levels and generating replenishment orders using agreed parameters, calculations, and data feeds. It works with account managers to maintain customer satisfaction and support sales growth.
Requirements
- High school diploma required.
- 1–3 years of inside sales, customer service, or distribution experience.
- Strong communication, relationship-building, and problem-solving skills.
- Ability to work proactively, manage competing priorities, and follow through consistently.
- Strong attention to detail and comfort working with quotes and pricing.
Nice To Haves
- Associate or bachelor’s degree.
- Industrial distribution experience.
- Experience with ERP/CRM systems; Prophet 21 is preferred.
- Basic understanding of mechanical or industrial products.
Responsibilities
- Support strategic accounts and Outside Sales account plans and initiatives; identify opportunities and follow up on quotes, open orders, backorders, and customer requests.
- Recommend products and solutions; prepare accurate, timely quotes; assist with pricing and availability; manage substitutions; and identify upsell and cross-sell opportunities.
- Process orders, returns, and credits, and coordinate with internal teams to resolve inventory and delivery issues.
- Maintain accurate CRM/ERP documentation and prepare materials and reports to support Outside Sales.
- Provide professional customer service across channels, resolve issues promptly, escalate when needed, and advocate for customers while balancing business requirements.
- Coordinate with Outside Sales on communication strategies and territory activity, participate in joint customer interactions when appropriate, and share customer insights to support sales strategy and continuous improvement.
- Monitor and maintain customer inventory replenishment levels and stock models based on agreed targets.
- Generate accurate replenishment orders using VMI parameters, calculations, and data feeds.
- Address customer inquiries and resolve shipping, delivery, and ordering issues.
- Follow company policies, procedures, and quality standards, and ensure accurate documentation and reporting.
- Investigate and resolve customer problems, quality issues, and system disruptions.
- Work with account managers to increase sales and maintain customer satisfaction.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
