Senior Customer Success Pro – Hybrid, Growth & Impact

Wieland North America, Inc; New Jersey; Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Benefits including Medical, Dental, 

Job summary

Wieland North America, Inc. in Parsippany, NJ is seeking a Sr. Customer Service Representative to deliver superior service from order inception through delivery. This hybrid role combines on-site collaboration with remote work to meet customer needs and drive growth.

The ideal candidate brings a strong customer focus, expert product knowledge, and the ability to resolve complex issues across departments while maintaining high standards of accuracy and timely delivery.

Qualifications

• Customer-focused attitude and orientation.
• Ability to apply superior judgement and decision-making skills.
• Unshakeable dedication to on-time delivery of products and services.
• Thorough understanding of basic math including unit conversion and fractions to decimals.
• Time management and organization skills, and the ability to prioritize workload.
• Extreme attention to detail and accuracy of information.
• Unquestionable integrity and trustworthiness.
• An adaptable, flexible, and reliable problem-solver.
• Superior verbal and written communication skills.
• Sales or Business education preferred but not required.
• Minimum of 7 years’ experience as an Inside Sales Rep or Customer Support Specialist preferred.
• Working knowledge of MS Office, especially Excel, and sales management tools and databases.
• Solid understanding of commonly used concepts, practices and procedures within sales and distribution.
• Metals Industry experience preferred but not required.
• Exceptional people skills and the ability to build and maintain strong relationships.

Responsibilities

• Foster long-term relationships through strategic, courteous, and trustworthy communication. Anticipate customer needs and proactively suggest solutions.
• Maintain an expert-level understanding of all products and services and provide technical or advanced guidance to customers and junior colleagues.
• Lead efforts to investigate and resolve complex product and service issues, coordinating with multiple departments when necessary to ensure complete customer satisfaction.
• Collaborate with internal teams across departments to ensure seamless execution of customer orders, utilizing a thorough understanding of internal processes to proactively mitigate potential bottlenecks.
• Work to exceed agreed-upon booking and billing targets, focusing on both retention and growth of key accounts by identifying upselling and cross-selling opportunities.
• Lead the RMA process, ensuring key customer returns are handled efficiently and in alignment with company policies.
• Ensure that all customer communications are responded to promptly and thoroughly, fostering trust and accountability, especially with high-profile customers.
• Contribute to positive EBITDA outcomes by practicing advanced commercial excellence. Support revenue growth by ensuring key customers receive value-added service and consultation.
• Support the development of less experienced customer service representatives, acting as a mentor and providing guidance on complex customer interactions and account management best practices

Job description

Wieland North America, Inc. in Parsippany, NJ is seeking a Sr. Customer Service Representative to deliver superior service from order inception through delivery. This hybrid role combines on-site collaboration with remote work to meet customer needs and drive growth.

The ideal candidate brings a strong customer focus, expert product knowledge, and the ability to resolve complex issues across departments while maintaining high standards of accuracy and timely delivery.