Customer Success Representative

The Job Responsibilities

The Customer Success Representative will work a remote schedule on EST.

The purpose of this position is to provide World Class customer service, as well as exceed customer’s expectations on supplying products and services. Proxy to Customer Success Specialist.

• Identify and assess the needs of customers who call the Customer Success Center, asking probing questions as needed. Supply product, pricing and availability information to the customer; enter orders into SAP or Tangro; and check status of orders. Provide order confirmations with close attention to accuracy and detail, including input of correct data in SAP to ensure automatic order confirmation. Determine if a call should be escalated; complete service tickets for all escalated calls. Using in-depth SAP skills, accesses, processes & records information for managing complex transactions.
• Resolve customer complaints, conducting research to determine an appropriate solution. Follow up with customer on a timely basis to ensure effective resolution of the complaint.
• Follow policies, procedures and guidelines to drive Customer Satisfaction and to ensure compliance with company objectives.
• Coordinate closely with Credit and Collections to determine credit status of the customer and facilitate order releases as appropriate. Issue order credits and debits as needed.
• Process and prepare quotation requests from both Sales and customers using customer specific pricing and or marketing promotions. Follow and adhere to the DOA, set policies and quoting procedures.
• Ensure proper prioritization of orders, providing high priority service for problem solving and other urgent calls. Coordinate with Order Fulfillment for resolution of out of stock items.
• As applicable:
• Monitor the EDI orders and ensure they have been received in our system. Verify the pricing, customer information and unit of measure. Contact customer of any discrepancies.
• Maintain current tables of exceptions to the EDI rules, to ensure manual processing of those orders thus eliminating errors. Clean up data as needed.
• Continuing education on the EDI system and any changes that take place. Assist customers with on-boarding, questions or concerns with their orders in regards to the system.
• Work closely with the Sales Coordinator/EDI Specialist on issues and concerns regarding the EDI system.
• As applicable:
• Retrieve, process and complete necessary steps for ECAT / Government procurement platforms parts / consumable orders or be proxy to EDI and ECAT / Government procurement platforms order processing
• Provide information requested by Distributors: part number, price, unit of measure, country of origin etc.
• Act as a consultant to assist customers in purchasing decisions related to products and which are best suited for certain applications.
• Configure equipment orders to specification as submitted on customer purchase orders.
• Process incoming FOA/ Warranty, Service and Unused requests from customers.
• Manage Service inquires starting with receipt of equipment through invoice generation.
• Prepare COC, Certificate of Calibration, documents as required.
• Performs other duties as needed and assigned.

Your Qualifications

Education: High school diploma required or equivalent combination of education and work experience.

Related Experience:

• Minimum five (5) years customer service experience required; call center experience preferred.
• Must be adept at using a computer and specialized software
• MS Word and Excel experience required
• SAP experience preferred

Special Competencies or Certifications:

• Must have excellent customer service skills & demeanor
• Strong verbal communication skills required
• Ability to process information and make corresponding decisions is required
• Experience with or ability to master a wide range of processes and interaction with other departments

Work Environment / Conditions:

• Office environment. Must remain at workstation to take calls and process customer requests. Sits most of the workday.
• Ability to focus on details, recall/retain information
• Ability to work together with others and in a team atmosphere; while displaying civility, cordiality, friendliness, empathy, etc.
• Ability to comprehend and express oral and written communication
• Ability to focus on work details for a period of time within an environment of occasional audio and visual distractions, mildly fluctuating temperatures and workspaces
• Ability to work in a fast-paced environment with varying amounts of individual responsibilities, conflict resolution, redirected priorities, etc.
• Ability to use computers and computer systems (includes hardware and software)
• Ability to perform day to day tasks; i.e. maintain information files and processing paperwork
• Ability to see details at a close range

The targeted pay range for this position is typically between $22.60 - $27.12. We note that the base pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.​ This position is eligible for the following additional compensation: annual bonus.