Customer Success Associate

3 hours ago

Fitchburg, Massachusetts, United States PGT Innovations Full time
Job Description

As a Customer Success Associate at PGT Innovations, you will serve as a primary point of contact for a complex customer base, consisting of both assigned and unassigned accounts. Your primary goal will be to delight customers by performing the following duties:

Key Responsibilities
  • Resolve customer inquiries with a focus on customer satisfaction.
  • Discuss, interpret, and edit orders and quotes in ERP Systems and CRM Systems.
  • Prepare and sort documents, and identify data to be entered.
  • Complete quotes and deliver to customers within the response time frame.
  • Communicate extensively with CRM Systems to other PGT departments and customers.
  • Work closely with Product and Drawing Specialists for assistance with complex orders or quotes.
  • Identify and assess customers' needs to achieve satisfaction.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Meet personal and customer success associate's teams KPI's.
  • Collaborate with teammates to ensure customer satisfaction.
  • Initiate calls to distributors to resolve questions, inconsistencies, or missing information.
  • Compile, sort, and verify the accuracy of data to be entered.
  • Ensure accuracy of orders, including supplying missing or misstated information, correcting discrepancies involving product selections, and calculating data related to orders when necessary.
  • Handle customer questions or challenges, provide appropriate solutions and alternatives, and follow up with resolution within response time frame.
  • Confer with other departments within the company to resolve customer issues.
  • Provide information to distributors, including verifying and extending pricing for orders, clarifying terminology for customers, accessing orders in ERP and CRM systems, checking conditions of sales, shipping, and handling instructions.
  • Solve problems or resolve inquiries for customers and co-workers, including investigating order documentation to determine errors, handling requests for adjustments in orders and billing, retrieving orders already submitted to manufacturing, ordering replacement product, entering RMAs, Credits, Debits, and assisting various departments with questions on orders.
  • Resolve customer conflicts to resolution within assigned discretion, escalating conflicts beyond assigned discretion.
  • Make effective decisions to meet the needs of the customer with little oversight.
  • Provide support to external sales teams.
Qualifications
  • Must be able to work independently and have excellent time management and organizational skills.
  • Must possess conflict management skills.
  • Strong writing and reading comprehension skills required.
Education and Experience
  • General knowledge of PGTI products.
  • General understanding of ERP and CSM systems, including the ability to enter quotes, orders, and convert quotes into orders.
  • Requires proficiency in MS Office and other systems that may be required.
  • Experience in Business-to-Business customer support preferred.
Language and Communication Skills

Requires good written and verbal communication skills to communicate with both internal and external customers.

Mathematical Skills

Requires some simple calculations.

Reasoning Ability

Must be able to recognize errors, inconsistencies, or missing data in source documents or in the entry systems.

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