Senior CX Specialist - B2B Support & Escalations

Jobtailor; Arizona; On-site; USD 52,000 - 68,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Service Manager to act as the main contact for B2B clients, handling inquiries across products, orders, and shipments. You will resolve complex issues using CRM tools and collaborate with Sales, Tech Support, Billing, and Operations to meet customer needs.

The role emphasizes delivering an exceptional experience, documenting interactions, and driving process improvements to boost efficiency and satisfaction across the organization.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 3+ years of experience in Customer Service, Customer Support, Customer Experience, Account Management Support, or Call Center environments.
• Minimum of 1 year of experience handling complex customer issues or escalations.
• Strong verbal and written communication skills.
• Experience utilizing CRM platforms, databases, and business applications.

Responsibilities

• Act as a primary point of contact for customer inquiries regarding products, services, orders, shipments, returns, billing, and account-related requests.
• Provide timely and accurate solutions while delivering an exceptional customer experience.
• Research and resolve complex customer issues using internal systems, databases, and company resources.
• Coordinate with Sales, Technical Support, Billing, Operations, and other departments to ensure customer needs are met.
• Track and document customer interactions, concerns, and resolutions within company systems.
• Investigate shipment status, order discrepancies, and return requests while providing proactive updates to customers.
• Identify recurring customer concerns and communicate trends to appropriate business partners to drive continuous improvement.
• Create and maintain customer-facing and internal documentation as needed.
• Exercise sound judgment and decision-making when managing escalated customer situations.
• Support process improvement initiatives that enhance operational efficiency and customer satisfaction.

Skills

Customer Service Experience

CRM Platform Utilization

Problem-Solving Skills

Communication Skills

Process Improvement

Education

Bachelor's degree or equivalent

Tools

CRM Platforms

Databases

Business Applications

Job description

Jobtailor is seeking an experienced Customer Service Manager to act as the main contact for B2B clients, handling inquiries across products, orders, and shipments. You will resolve complex issues using CRM tools and collaborate with Sales, Tech Support, Billing, and Operations to meet customer needs.

The role emphasizes delivering an exceptional experience, documenting interactions, and driving process improvements to boost efficiency and satisfaction across the organization.