Customer Success Specialist

1 week ago

Palatine, United States OMI Industries (Natural Odor Control) Full time

Description: OMI Industries, the leader in natural odor abatement solutions, is seeking a motivated candidate to join our Customer Success team during a period of tremendous projected sales growth. As a B2C Customer Success Specialist, you will play a pivotal role in our customer-centric approach. You will be the first point of contact for our valued customers and responsibilities will include answering incoming calls, responding to reviews, troubleshooting problems, and completing administrative tasks as assigned. This is a full-time position, where you'll have the flexibility of a hybrid work schedule, spending 3 days a week in our collaborative office environment and 2 days working remotely from home. The hours for this position are set from 8:00 AM to 5:00 PM every day and are not open to flexibility. This role will work cross functionally with Sales, Accounting, Production and Shipping teams to enhance our overall customer experience. The B2C Customer Success Specialist will join a team comprised of a Customer Success Manager and other Specialists. Additional responsibilities of Customer Success Specialist:

Answer phone lines for B2C customers and backup for other phone lines. Process phone orders for customers that are having difficulty using the eCommerce checkout or would like to process their order by phone. Respond to customer reviews on eCommerce sites, Amazon, and other external platforms. Create or update transaction records in NetSuite ERP. Process samples and trade show orders for marketing, sales, and operations to ensure they arrive on time. Process no charge and replacement orders for customers. Address incoming customer inquiries regarding our product or forward them to a member of the sales team. Provide exceptional customer service focusing on resolving issues in a courteous, professional, and knowledgeable manner. Log all customer service complaints into the correct category and ensure all communications are recorded in Salesforce Service Cloud. Deliver prepared sales scripts to persuade potential customers to purchase a product or promotion. Respond to questions stemming from both internal and external parties. Identify and overcome objections. Handles and validates inbound sales calls, collects information and transfers to the appropriate party. Help with consumer customer onboarding and attend consumer sales meetings. Maintains professional demeanor when speaking with external clients and internal members of the organization. Backup Order Entry by entering purchase orders for our B2B division. Sending out invoices to customers. Consistently uphold OMI's Core Values through everyday interactions.

Requirements: The ideal candidate will excel at providing exceptional support and building customer relationships. Other requirements include:

Bachelor's degree preferred or equivalent work experience. Fixed working hours: 8:00 AM to 5:00 PM daily. 1+ years' experience in a call center or customer service environment. Proficient in Microsoft Suite - Word, PowerPoint, Excel. 1+ years Salesforce Lightning experience a plus 1+ years NetSuite ERP experience a plus Excellent written and verbal communication skills. Must showcase a high degree of interpersonal and relationship management skills. Knowledge of customer service principles and practices. Knowledge of administration and clerical processes. Good data entry and typing skills. Unquenchable desire to succeed. Positive and energetic attitude.

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