Customer Success Associate

6 days ago

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

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.
  • 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, correct discrepancies involving product selections, and calculate data related to orders when necessary.
  • Handle customer questions or challenges, provide appropriate solutions and alternatives. 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, handle requests for adjustments in orders and billing, retrieve orders already submitted to manufacturing, order replacement product, enter RMAs, Credits, Debits, and assist various departments with questions on orders.
  • Resolve customer conflicts to resolution within assigned discretion, escalate conflicts beyond assigned discretion.
  • Make effective decisions to meet the needs of the customer with little oversight.
  • Provide support to external sales team.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • 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. Must be able 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.

About Us

PGT Innovations is a leading window and door brand united by a passion for quality and relentless pursuit of 100%. We strive to inspire deeper engagements and new possibilities for all. Because we believe that business is always personal. We make investments for the long-haul, to ensure the success of all. Because when our people win, we all win. We serve our customers at a depth that others cannot. We find every opportunity to deliver seamless engagements and the extraordinary experiences that lead to valued, long-lasting relationships.

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