Customer Success Specialist

4 weeks ago

Temecula, United States The McPherson Companies, Inc. Full time

General Summary: The Customer Success Specialist will be responsible for facilitating any customer calls, order entry, providing representative support, and meeting service levels on order escalations, faxes, and mail while ensuring KPI goals are met. The Customer Success Specialist will also be responsible for acting as a subject matter expert for the assigned territory. Primary Responsibilities and Duties: Coordinate any customer issues for the assigned territory from start to finish, acting as the liaison between McPherson and the customer (orders, billing, etc.). Act as the inside sales representative for new accounts that do not require outside support. Point of contact for customer for any questions or concerns. Communicate with internal customers in a clear manner regarding new account setup completion, via email and phone. Review the monitor reporting to provide continuous improvement to safeguard our customer’s product inventory levels. Maintain inventory control for internal and external resources. Audit monitor locations daily and ensure overall accuracy of readings. Proactively identifies and communicates any risk for customer deliveries. Review and correct errors on accounts setups as identified. Coordinate with internal customers regarding missing or incomplete information prohibiting an account setup from being completed. Support outside sales with any issues or inquiries that require inside support. Assist with communication backorders, short shipments, etc. as needed. Provide sales support to internal and external customers. Research, document, and correct customer information in various sales information systems. Assist sales team in filling out new customer set up forms, equipment justification documents, and any other forms as assigned by the supervisor. Provide weekly reports regarding new customer setup data, customer contact data, and additional reports as assigned. Responsible for the completion of special projects or the assignment of other duties as assigned by the supervisor. Willing to work nights and weekends as the schedule and business needs dictate. Position Requirements: High school graduate required. College courses preferred. Minimum of three years of customer service experience. Prior knowledge of call center operations required. Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met. Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment. Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency. Excellent verbal and written communication skills and good telephone techniques. Must be team-oriented, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities. Demonstrated ability to look for ways to improve and promote quality. Proven data entry skills, attention to detail, and accuracy. Ability to think critically and bring fresh perspective and ideas to the team. Ability to work in a fast-paced environment, performing multiple duties/tasks within defined deadlines. Ability to work independently as well as with a team. Demonstrate a professional and positive attitude during all internal and external customer interactions. Effectively represents the company and responsive to the needs of internal and external customers. Proven ability to prioritize and complete position responsibilities within the timeframe allotted. Self-driven and motivated individual with excellent planning and organizational skills. Proven precision and attention to detail with a high level of accuracy. Advanced computer skills and knowledge of Microsoft Office software. Previous sophisticated ERP system experience a plus. Excellent interpersonal, written and verbal communication, and listening skills. Proven experience identifying problems of varying complexities and finding effective solutions with few guidelines. Sense of urgency and commitment with strong follow up skills. Working Conditions: The work of this position is performed in a controlled office environment. This position requires the ability to work under pressure and communicate with a diverse population including other employees, customers, vendors, etc. This position also requires prolonged periods of sitting in a regular seated position as well as the use of general office equipment including phones, printers, computers, (mouse, keyboard, etc.) The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position. The McPherson Companies, Inc. is an Equal Opportunity Employer – M/F/Vets/Disabled. #J-18808-Ljbffr

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