MCNAUGHTON CUSTOMER CARE SPECIALIST

BRODART CO•Williamsport, PA

About The Position

Reporting to the Manager McNaughton Subscription Services, this role serves as the primary point of contact between Brodart and assigned customers and is responsible for full life-cycle of a McNaughton customer and day-to-day service activities. The intent of this position is to deliver exceptional customer experience. Regular informal and formal phone or web-based meetings are central to the success of this position. Partnering with Sales, Product owners to build a multi-level relationship is critical. Completes the full customer life-cycle for subscription services, including onboarding, adoption, engagement and renewal. Completes customer service activities – processes credits, returns, no charge replacements, order fulfillment, account setup, facilitating deadlines, etc. Upsell and cross-sells in alignment with customer needs. Develops and maintains profitable and successful relationships. Formal and informal communications, evaluating client expectations and Brodart’s ability to meet those expectations, and forming strong interactions with all levels within the Brodart/customer organization. Presents reports during customer meetings. Gathers information on the nature, complexity, and urgency of customer concerns and accurately records in customer contact software. Manages individual contracts and subscription renewals for specified customers. Make recommendations for plan upgrades. Monitors plan usage and trains customer on how best to utilize their subscription. Takes ownership of customer issues ensuring problems are promptly and professionally resolved. Maintains an in-depth understanding of Brodart's technical products, support protocols, customer contact applications, and departmental procedures, as well as knowledge of the company's other products and applications used by customers. Supports other functions and duties within the Customer Service group when necessary.

Requirements

High School diploma and/or GED equivalent
Background in Customer Service required
Ability to multi-task and work well in a fast-paced, ever-changing environment
Team and detail-oriented person with the ability to work in an integrated organization
1-year experience with MS Excel and Word
Analytical skills
Problem-solving skills
Attention to detail
Good organizational skills
Be innovative
Responsible individual with a strong work ethic that can work independently with minimal supervision
Ability to interact with people internally and externally at all levels
Excellent verbal and written communication skills

Nice To Haves

Associates degree in a business or computer related discipline a plus
Oracle and/or Salesforce training preferred

Responsibilities

Serves as the primary point of contact between Brodart and assigned customers
Responsible for full life-cycle of a McNaughton customer and day-to-day service activities
Completes the full customer life-cycle for subscription services, including onboarding, adoption, engagement and renewal
Completes customer service activities – processes credits, returns, no charge replacements, order fulfillment, account setup, facilitating deadlines, etc
Upsell and cross-sells in alignment with customer needs
Develops and maintains profitable and successful relationships
Presents reports during customer meetings
Gathers information on the nature, complexity, and urgency of customer concerns and accurately records in customer contact software
Manages individual contracts and subscription renewals for specified customers
Make recommendations for plan upgrades
Monitors plan usage and trains customer on how best to utilize their subscription
Takes ownership of customer issues ensuring problems are promptly and professionally resolved
Maintains an in-depth understanding of Brodart's technical products, support protocols, customer contact applications, and departmental procedures, as well as knowledge of the company's other products and applications used by customers
Supports other functions and duties within the Customer Service group when necessary