Customer Success Representative

Redline Plastics; Manitowoc (WI); On-site; Full time

Job description

Admin Support

Manitowoc, WI, US

Customer Success Team Member

The Customer Success Representative performs duties with a positive attitude, learning quickly, and paying close attention to details. This person recognizes problems and acts based on natural intuition. In addition to receiving orders and taking a low volume of calls, this person also reaches out to corporate B2B customers to work through issues and manage their expectations as it relates to their orders and delivery dates. This person adopts and leads continuous change, including responsibilities that may be outside of the job description. This person possesses the natural desire for continued learning and process improvement.

Primary Duties & Responsibilities

• Plan and implement accurate and timely changes to order entry and sales processes to streamline in relation to efficiency and effectiveness for customers.
• Provide customer service work direction to ensure tasks are completed and inbound calls are answered.
• Independently manage customer service tasks including calls and emails.
• Acts as the customer advocate working internally to meet all customer needs.
• Enter orders into Syteline ERP system.
• Schedule customer orders.
• Process EDI orders.
• Accurately process warranty claims and returns.
• Assess, record, and report possible trends in warrantable issues.
• Creatively troubleshoot day to day issues.
• Make appropriate decisions keeping the customer’s and company’s best interests in mind.
• Prioritize time sensitive tasks.
• Promptly respond to phone and email order status inquiries.
• Accurately answer calls from consumers regarding basic product questions.
• Support other departments as needed.

Qualifications

• Ability to perform critical thinking and complex problem solving
• Ability to work independently, be a self-starter and meet deadlines
• High attention to detail
• Ability to work through difficult and complex situations without becoming frustrated
• Shows moral courage, integrity, openness and honesty in all dealings
• Highly skilled managing internal and external communications (written and verbal)
• Excellent skills in Microsoft Office
• Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
• Very strong interpersonal skills and the ability to build relationships both internally and externally
• Demonstrated proactive approaches to problem-solving with strong decision-making capability
• Highly resourceful team-player, with the ability to also be extremely effective independently
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the high level of customer service and response
• Demonstrated ability to achieve high performance goals and meet deadlines in fast paced, high-pressure environment.
• Proven track record of proactive communication skills to include following instructions and ability to follow those instructions with minimal to no follow-up
• Ability to think outside of the box and apply standard common sense by means of any “reasonable” individual.
• Forward thinker who actively sees opportunities to propose solutions
• Ability to give day to day work guidance and instruction to team members