National Customer Success Agent
About The Position
We are seeking a results-driven and customer-oriented National Customer Success Agent to manage and elevate the post-sale experience for key accounts across the U.S. This position requires proactive communication and coordination to provide timely updates on order status, notify customers of any changes and supply necessary documentation. The ideal candidate will demonstrate strong communication, organizational, and follow-up skills, with the ability to work cross-functionally to address and resolve customer concerns efficiently. This role is based on-site at our Valley View office in Cleveland, Ohio, and supports the company’s commitment to delivering world-class customer service across all customer touchpoints.
Requirements
- Bachelor’s Degree from an accredited college or university in a relevant field or equivalent level of experience is preferred
- 2-4 years of relevant inside sales or customer service experience
- Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
- Creative problem-solver with outstanding customer service skills
- Strong verbal and written communication skills
- Excellent organizational and time management skills
- Team player who works well individually, as well as part of a team
- Proven ability to manage multiple large accounts and coordinate cross-functional support.
- Excellent communication, problem-solving, and relationship-building skills.
Nice To Haves
- Experience using SAP and CRMs systems a plus
Responsibilities
- Customer Relationship Management: Build and maintain strong, long-term relationships with customers, acting as their primary point of contact post-sale. Manage customer service inquiries via email, chat, and phone, ensuring timely and professional responses.
- Customer Advocacy:Act as an advocate for the customer internally, ensuring deadlines are met, products are delivered to specification, and commitments are fulfilled on time.
- Customer Onboarding: Assist new customers in onboarding by guiding them through the setup, usage best practices, and support resources to ensure a smooth and successful start.
- Order and Delivery Oversight:Monitor customer orders, coordinate with logistics and production, and ensure timely delivery and communication.
- Issue Resolution: Handle and resolve customer complaints concerns in a timely and professional manner.
- Cross-Functional Coordination: Collaborate with engineering, technical support, logistics, and production teams to ensure customer needs are met and exceeded expectations.
- Performance & Improvement: Execute on defined KPIs and contribute to continuous improvement initiatives aimed at maximizing service levels and customer experience
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions
- Participate in annual customer business review meetings
- Expedites backorders and process customer returns.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
