Customer Success Ambassador
3 weeks ago
At STI Polymer Inc, we're seeking a highly skilled Customer Success Specialist to join our team. This role is pivotal in ensuring that every interaction with our customers is positive, professional, and memorable.
Key Responsibilities:
- Champion Customer Success: Own the process from order receipt to delivery, ensuring that everything meets or exceeds customer expectations.
- Lead with Knowledge: Develop a deep understanding of our products to effectively communicate to customers, and prospects, and support our sales team.
- Support on the Go: Provide vital support to our sales staff while they're on the road, ensuring they have everything they need to close deals.
- Price Letters: Lead the price letter process for our customers and prospects.
- Data-Driven Insight: Create insightful monthly KPI reports that keep our company informed during monthly meetings.
- Engage Creatively: Build strong relationships with our key accounts and prospects by finding innovative ways to connect through calls and emails.
- Be the Voice: As the first point of contact when customers call, whether they're placing an order or raising a concern, you'll communicate effectively and solve problems swiftly.
- Process Management: Take ownership of the Customer Complaint, Feedback, and Returned Goods processes, ensuring each is handled with care and efficiency.
- NPS Advocate: Understand and champion our Net Promoter Score (NPS) process to consistently measure and enhance customer satisfaction.
- Team Player: Assist with various sales-related tasks, from formatting product data sheets to any other duties that arise.
Requirements:
- Ambassador: We pride ourselves on being the friendliest polymer in the world, and we're looking for someone who embodies that spirit.
- Education: An associate's degree is preferred, but your passion and experience are what really matter.
- Detail-Oriented: You've got a keen eye for detail and outstanding organizational skills that keep everything running smoothly.
- Tech Savvy: Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) is a must.
- Phone Pro: You have an excellent phone voice and strong communication skills that make every caller feel valued.
- Travel: Occasional travel to client sites and conventions.
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