Main Purpose of Job

The Customer Success Representative role provides the best possible customer satisfaction to the organization’s customers both internal and external, by using critical thinking, time management and organizational skills. This position is mainly responsible for handling order entry, quoting, and customer complaints received via phone and email, managed in Co's CRM system.

Duties and Key Responsibilities

• Process and expedite orders for all accounts in one or more of North America's regions

• Complete assigned tasks and cases within Co's to ensure the best customer experience

• Maintain customer information within company databases

• Answer and log incoming telephone calls in CRM system

• Participate in daily MBU team meeting

• Embrace company processes and improvements to ensure globally aligned experience for customers.

• Process tool and spare parts and orders, including product receipt, quoting, and return

• Track shipments and work with external carrier partners as needed to resolve issues

• Partner with finance department to research and resolve customer inquiries

• Make collection calls to customers monthly as needed. Partner with sales and finance to resolve issues

• Support with month end processes as needed

• Own Key Accounts as identified to enhance customer experience

Experience

• 3 years of experience in Customer Service, preferably in a manufacturing environment

• Associate’s degree or higher preferred

Technical skills

• Intermediate to advanced proficiency in Microsoft Office

• Experience with an ERP system is a plus

Traits & Abilities Customer Centric

• Puts customer needs first; identifies root issues and addresses them with empathy

• Provides clear and timely responses to open issues

• Understand the importance of cross functional collaboration in assisting customers

Resilient & Adaptable

• Able to navigate complex situations that require multiple layers of resolution

• Able to pivot from one situation to another with limited disruption or confusion

Influence & Coach

• Open, Inquisitive, and Empathetic

• Receives feedback well and asks questions to improve

Thrive

• Able to think on their feet

• Impeccable time management and organizational skills

Self-Starter

• Embraces challenges and sets own ambitions goals

• Proactively learns about company across different regions

Position in the company

This position will report to directly to the Customer Success Team Leader

Location

This position is located in one of Co HUB locations and has a 3 day in office hybrid schedule