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Client Success Specialist

2 months ago

Nokomis, Florida, United States PGT Innovations Full time

Position Overview:

The Customer Success Associate acts as a vital liaison for a diverse clientele, ensuring their needs are met and exceeded. This role is dedicated to enhancing customer satisfaction through a variety of essential functions.

Key Responsibilities:

  • Address customer inquiries with a strong emphasis on satisfaction.
  • Manage and clarify orders and quotes within ERP and CRM systems, processing requests received via phone or digital platforms.
  • Organize and prepare documentation, ensuring accurate data entry.
  • Deliver timely quotes to customers, maintaining communication through CRM systems with various departments.
  • Collaborate with Product and Drawing Specialists for complex order assistance.
  • Assess customer needs to ensure optimal satisfaction.
  • Provide precise and comprehensive information utilizing appropriate tools and methods.
  • Achieve personal and team performance metrics.
  • Work in tandem with colleagues to foster customer satisfaction.
  • Initiate outreach to distributors to clarify questions or resolve discrepancies.
  • Compile and verify data accuracy for entry.
  • Ensure order accuracy by rectifying any discrepancies and providing necessary information.
  • Resolve customer inquiries and challenges, offering suitable solutions and following up on resolutions.
  • Engage with other departments to address customer issues effectively.
  • Communicate with distributors regarding order details, pricing, and shipping instructions.
  • Investigate and resolve order-related issues, including adjustments and replacements.
  • Handle customer conflicts with discretion, escalating when necessary.
  • Make informed decisions to meet customer needs independently.
  • Support the external sales team as needed.

Qualifications:

To excel in this role, candidates must demonstrate the ability to perform each essential duty effectively. The following qualifications are essential:

  • Ability to work autonomously with strong time management and organizational skills.
  • Proficient conflict management capabilities.
  • Excellent written and verbal communication skills.

Education and Experience:

  • Familiarity with PGTI products.
  • Understanding of ERP and CRM systems, with the ability to process quotes and orders.
  • Proficiency in MS Office and other relevant systems.
  • Experience in Business-to-Business customer support is preferred.

Communication Skills:

Strong written and verbal communication skills are required for effective interaction with both internal and external stakeholders.

Mathematical Skills:

Basic mathematical skills are necessary for simple calculations.

Reasoning Ability:

The ability to identify errors or inconsistencies in documentation is crucial.

About PGT Innovations:

At PGT Innovations, we are committed to not only building high-quality, innovative windows and doors but also to fostering strong relationships within our teams and with our customers. We believe in collaboration and support, creating an environment where everyone contributes to our collective success.

Our Unique Culture:

We prioritize teamwork and mutual support, recognizing that achieving greatness is a shared journey.

Benefits:

  • Competitive salary
  • Opportunities for career growth
  • Comprehensive medical and dental coverage
  • Tuition reimbursement programs
  • 401k matching
  • Profit-sharing options
  • Paid time off and volunteer time off

PGT Innovations is an equal opportunity employer, welcoming applicants from diverse backgrounds.