Customer Success Representative

4 weeks ago

Zebulon, North Carolina, United States Vinventions Full time

Job Summary:


Vinventions, a leading global provider of comprehensive wine quality solutions and closures, is seeking an experienced Customer Success Representative to join their Direct Sales and Customer Service team.


This role is responsible for fielding web, email, and phone inquiries, and servicing these inquiries through and beyond the sale. Outbound prospecting and new sales development are also key aspects of this position. Additional responsibilities include distributor and order processing support.


The successful candidate will be a personable, outgoing team player, entrepreneurial in spirit, and motivated to succeed. They will also have excellent interpersonal skills, great written and verbal communication skills, critical thinking skills, and a results-driven focus, with the ability to think quickly and out of the box.


Key Responsibilities:


  • Deliver best-in-class customer service, responding to customer needs thoroughly, in a timely manner, and with accuracy and detail.
  • Continuously learn and stay up to date regarding Vinventions products and services, our customers, and related industry changes and trends.
  • Proactively field and resolve any customer issues, complaints, and questions.
  • Assist customers with returns issues, order inquiries, and any other requests for information.
  • Accurately enter orders into the computer system(s) from both external customer and inter-company PO's, and actively monitor these orders to ensure their successful production and delivery occur within customer expectations.
  • Utilize consultative sales skills to establish and grow relationships with customers.
  • Proactively call and email customers to develop insight into their needs and best strategies to acquire new business.
  • Establish, develop, and service new and current customer accounts.
  • Work with Sales and Marketing Team to acquire new customers and business through cold calling, vendor campaigns, and referrals.
  • Research and quote opportunities for product and service fulfillment, effectively using all the available resources to satisfy the customer requirements and achieve Vinventions operational and sales goals.
  • Engage customer contact to learn about future order delivery requirements, forecasts, competitive threats, or new opportunities, and share information in a clean and clear way with the business.
  • Work collaboratively with customers to manage their inventory and schedule their product orders, driving maximum value for the customer and Vinventions.
  • Use proper decorum in all communications with customers both internal and external, in a way that brings credit to Vinventions and enhances the overall relationship.
  • Record sales and lead information in CRM system.

Requirements:


  • Associates or Bachelor's degree in business, sales, or marketing. If no degree, equivalent experience may be considered as agreed by the hiring manager and Human Resources.
  • Customer service experience preferred.
  • Ability to work autonomously and collaboratively as part of a team.
  • Perform order entry and associated customer service and account management tasks.
  • Strong organizational, communication, and customer service skills.
  • Basic computer skills, including Outlook, Excel, and Word.
  • Experience with ERP and CRM software tools preferred.
  • Good attention to detail.
  • Able to complete routine paperwork accurately and in a timely manner.
  • A basic understanding of manufacturing processes is helpful.
  • Bi-lingual in Spanish, German, and/or French is helpful.

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