Customer Success Representative

4 weeks ago

Ypsilanti, United States A-1 Screenprinting LLC DBA Underground Printing Full time
What makes Underground Printing (UGP) unique is delivering the best customer experience through t-shirts and more

UGP has experienced rapid growth, ranking in the Inc 5000 fastest growing companies 5 years in a row. We produce the majority of our printed apparel in our production facility in Michigan with 172,000 SF of screen printing and embroidery production and over 300+ employees. We consistently rank in the top 10 largest screen printers by volume in the U.S. and are one of the fastest growing online clothing retailers.

We serve both B2C and B2B customers such as non profits, retailers, and Universities through our store and office locations across the United States. Additionally we help brands and licensors sell online both through company branded and marketplace websites.

This role will be responsible for ensuring customers are serviced at the highest level of satisfaction through quality service and products, courteous employees and quick response to needs.

The Customer Success Representative will be a member of the Custom Sales team, working alongside Custom Sales Managers, and reporting to the Customer Success Manager.

This position is classified as in-person, Monday through Friday 10a-6p.

This position is classified as a fixed work schedule, with responsibility for coordinating with direct manager and/or team members in handling relevant urgent action items as they arise, even during non-work hours.

Possible future path for career advancement: Sales Manager, Customer Success Manager, Regional Manager, National Sales Manager.

Specific responsibilities include:
Service

Promote UGPs core values; show up, work hard, be respectful & honest, strive for excellence, do what you say, and promote DE&I.

Be available for work outside standard business hours, including nights, weekends and holidays

Responsible for actively participating in both a 1 on 1 weekly meetings with the Customer Success manager and a weekly L10 with the customer success Manager and the customer success team

Responsible for answering phone calls and answering live chats, to go along with emails

Responsible for handling initial issues relating to orders / the order process and escalate to the CSM when necessary

Responsible for keeping track of and reporting feedback on how the UGP website and ordering process can be improved

Responsible for providing feedback on how canned responses can be updated and improved upon, to make the customer experience better

Accountable for answering phone calls / emails and chats in regards to custom printing, retail, pogo and webstores

Work alongside Customer Success Manager and National Sales manager to identify root cause issues and implement solutions

Demonstrate resilience in the face of challenges, adaptability to changing circumstances, and the ability to thrive in a dynamic and fast-paced work environment.

How will we measure success?

Have at least a 90% customer feedback rating for the year

Increase quote conversion rate on SG quotes YOY Increase SG sales by an amount as agreed upon with the Customer Success

Manager.

This is a full-time, salaried position and sales performance bonus with paid time off & paid holidays Full-time Team Members are also eligible to join our 401(k) Plan - with employer 4% matching. All Team Members are eligible for a 40% discount

UGP offers Health, Dental, and Vision Insurance to all full-time Team Members UGP offers a variety of different employer-contributed PPO Medical Insurance plan options to choose from through Blue Cross Blue Shield, as well as Dental Insurance through Delta Dental and Vision Insurance through Eyemed.

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