Customer Success Coordinator

3 weeks ago

Clearwater, United States PODS Full time

JOB SUMMARY

Responsible for the day to day management of PODS National and Regional Commercial Customer accounts. As a sales partner and integral support system to the National and Regional Account Sales reps, they are responsible for the day to day management of PODS' largest revenue producing accounts. In addition to managing order logistics, integration of third party services, review and approve all invoicing/statements, prospect for new sales opportunities, negotiating with field management to ensure VIP treatment, this position conducts and / or participate in phone and onsite customer account reviews. Constantly promoting or selling company products or services to their assigned commercial accounts. Utilizes an in-depth knowledge of products and customer needs to generate sales and exceed client expectations while adhering to company policy and operational requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Coordinate customer needs from the initial delivery to the scheduling of the final pick up of the container(s) via inbound and outbound call and email activity
* Day to day account sales and service management. Point of contact for logistics, DOT, city permitting and bulk scheduling, billing, reporting, rebate tracking and more.
* Implement national and regional programs and manage new account onboarding.
* Handles Relocation Accounts
* Provides customized support to assigned RAE teams
* Back up Level 1 and 3 Customer Success Partners
* Handle simple escalations
* May participate in sales trainings
* Handles complex orders and/ or requests that involve project management
* Provides Adhoc support for large, complex seasonal projects
* Perform outbound sales; Grow existing programs through outbound efforts
* Understands customer needs and requirements and develops solutions that exceed customer expectations and maintain profitability and efficiency
* Coordinate and communicate with account executives, and sales managers providing assistance in managing new and existing customers.
* Generates daily, monthly and quarterly reports for existing projects/relationships
* Seeks out additional solutions within accounts and articulates opportunities to outside sales staff for further exploration
* Generate custom reporting as needed
* Liaison between customers, franchisees and corporate operations for special needs and large scale accounts
* Familiar with competitor strengths and weaknesses and ability to leverage this knowledge for company benefit in generating business
* Maintains relationships with franchisees and corporate operations teams that are customer- and profit-focused
* Supports customer billing questions and escalation.
* Provides front-line omni channel support in limited high-volume contact situations
* After hours and weekend support as needed
* Handles Relocation Accounts
* Provides customized support to assigned RAE teams
* Back up Level 1 and 3 Customer Success Partners
* Handle simple escalations
* May participate in sales training
* Handles complex orders and/ or requests that involve project management
* Provides Adhoc support for large, complex seasonal projects
* May perform other duties and responsibilities as assigned

JOB QUALIFICATIONS: Education & Experience Requirements

* High School Diploma or equivalent. Bachelor's degree preferred.
* 2-4 years' experience working in a high volume call center or three years in a customer service related environment
* 2-4 years' experience working in a business to business environment preferred
* Possess math skills sufficient to perform required duties
* Or an equivalent combination of education, training or experience

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