Senior B2B Customer Success & Orders Specialist

Aurora Parts; Lebanon (IN); On-site; USD 42,000 - 62,000; Full time

Job summary

Aurora Parts & Accessories, LLC is seeking a Customer Service Representative III to collaborate with the Customer Success Manager and Sales Team to enhance service for Premier Customers. The role focuses on establishing clear goals to improve satisfaction, retention, loyalty and advocacy while streamlining processes.

You will manage communications and orders with Premier customers, coordinate with CS and Sales on SLAs, and use CRM tools to identify upsell opportunities and process claims/RGAs as

Qualifications

• Associates degree or higher required.
• At least 2 years of relative experience or 4 years proven experience in a customer-facing role.
• Experience in a B2B setting.
• Ability to upsell Premier Customers.
• Excellent written and verbal communication skills.
• Strong telephone communication skills.

Responsibilities

• Manage and track all communications with Premier base customers via preferred channels.
• Oversee ordering activities and update customers on order status from placement to receipt, addressing delays and charges.
• Collaborate with CSMs and Sales to address concerns, review SLAs, and assist with parts searches, substitutes, quoting and pricing.
• Research and propose best practices to save Premier customers time and money, including alternate parts and shipping methods.
• Utilize CRM tools to identify and open sales opportunities for quoting and upselling products.
• Process claims and RGAs in accordance with established procedures.

Skills

Basic Computer Skills

Telephone Communication

Verbal Communication

Education

Associates degree or higher

Job description

Aurora Parts & Accessories, LLC is seeking a Customer Service Representative III to collaborate with the Customer Success Manager and Sales Team to enhance service for Premier Customers. The role focuses on establishing clear goals to improve satisfaction, retention, loyalty and advocacy while streamlining processes.

You will manage communications and orders with Premier customers, coordinate with CS and Sales on SLAs, and use CRM tools to identify upsell opportunities and process claims/RGAs as