Premier B2B Customer Success & Upsell Specialist

Aurora Parts & Accessories; Lebanon (IN); On-site; USD 40,000 - 55,000; Full time

Job summary

Aurora Parts & Accessories, LLC in the United States seeks a Customer Service Representative III to work with the Customer Success Manager and Sales Team to elevate Premier Customer satisfaction, retention and advocacy. You will manage communications, order status, and upsell opportunities while aligning with SLAs and CRM practices.

The role requires B2B experience, strong communication, and the ability to coordinate with cross-functional teams to improve processes and service delivery.

Qualifications

• Associates degree or higher, plus at least 2 years’ relative experience or minimum of four years related proven successful experience.
• Experience in customer facing B2B role.
• Product knowledge
• Ability to sell products via the phone.
• Excellent written and verbal communication skills.
• Excellent phone skills
• PC, Microsoft Office Suite, and basic computer knowledge. Specific knowledge internal operating systems are beneficial.
• Attention to detail and task completion skills.

Responsibilities

• Communication Management: Effectively manage and track all communications with assigned Premier base customers, utilizing various communication channels according to customer preferences.
• Order Management: Oversee all ordering activities for the assigned Premier customer base, proactively updating customers on order status from placement to confirmation of receipt, including addressing milestone interruptions and issues such as shipping delays and charges.
• Collaboration and Feedback: Collaborate with Customer Success Managers (CSMs) and Sales Teams to address areas of concern, identify opportunities, and review Service Level Agreements (SLAs) with Premier customers. Assist with tasks like part searches, substitutes, part quoting, pricing, availability, and handling claims.
• Problem Solving and Efficiency: Research and propose best practices and solutions to save Premier customers time and money, including offering alternate or substitute parts, part, and freight quoting, and suggesting alternative shipping methods.
• CRM and Sales Opportunity Management: Utilize CRM tools to identify and open sales opportunities for quoting and upselling product.
• Claims and RGA Processing: Process claims and Returns Goods Authorizations (RGAs) in accordance with established procedures and guidelines.

Skills

Customer-facing

B2B sales

CRM proficiency

Communication skills

Phone sales

Education

Associate degree or higher

Tools

CRM systems

MS Office

Internal systems

Job description

Aurora Parts & Accessories, LLC in the United States seeks a Customer Service Representative III to work with the Customer Success Manager and Sales Team to elevate Premier Customer satisfaction, retention and advocacy. You will manage communications, order status, and upsell opportunities while aligning with SLAs and CRM practices.

The role requires B2B experience, strong communication, and the ability to coordinate with cross-functional teams to improve processes and service delivery.