Customer Service Representative

The Customer Success Representative (CSR) will report to AstroNova’s Product Identification Customer Success Manager or Director. The responsibilities include providing world-class experience to AstroNova’s customer base starting from initial onboarding and subsequent adoption and expansion with an overall goal of retention and recurring revenue growth from the installed base.

The CSR is responsible for the overall retention of customers in their assigned territory together with the field-based Territory Sales Manager (TSM). The CSR is the owner of company’s relationship with the customers and their main point of contact to oversee proper onboarding and meet their ongoing needs for printing supplies and services. These customers may include contract customers needing annual renewals or anyone ordering labels & tags, inkjet ink cartridges, toners, drums, thermal transfer ribbons and other printing supplies on an as-needed basis.

This position is primarily located at AstroNova’s sales office and headquarters in West Warwick, RI with opportunity to work remotely up to 2 days in a week at their manager’s discretion. The CSR will be required to provide highly professional customer support, quotations, creation of new label part numbers, pricing and order processing and contract renewals assistance through friendly and courteous email and telephone assistance. Mastery of customer relationship management (CRM) software, Microsoft Office, RingCentral phone system, customer service software and order processing (ERP) software is essential.

Duties and Responsibilities

• Achieve account retention goals for your assigned territories / accounts as set by management and / or mandated by the company’s Strategic Development Planning process (SDP)
• Interacts via email and telephone with existing customers based on information presented in the CRM & ERP software, providing the highest level of customer service.
• Takes over new customer relationships after Sales team completes the hand-off after closing and booking of initial orders.
• Oversees customer onboarding in coordination with Technical Support team and ensure that the customers are able to use AstroNova printing solutions to meet their business goals.
• Builds client loyalty over time and acts as a key point of contact to coordinate technical issues, including logging cases and facilitating communication with the technical teams when needed.
• Conducts regular account reviews based on client tiering maintain strong relationships, ensure satisfaction, and proactively identify additional needs such as consumables or support.
• Makes outbound calls and emails to existing customer base to inform them of new products, offers and promos, and periodic check-ins to maintain close relationships with customers.
• Maintains the customer database, updates account information on a regular basis, and coordinates with Territory Sales Managers and Technical Support team members to meet the requirements of the account over the customer lifecycle.
• Connects customers to the Technical Support Department as needed.
• Processes customers’ orders for all consumables as top priority and with sense of urgency.
• Estimates the date of delivery to the customer, based on knowledge of the company’s production and delivery schedules, and provides support and communication in the event of any delays.
• Creates and quotes new label part numbers to meet evolving needs of existing customers and / or driven by material obsolescence from suppliers.
• Manages all contract renewals for materials and services including BPOs, MRCs, Extended Warranties and CSPs.
• Conducts training / coaching of other Customer Success Executives to educate them on customer relationship building and retention strategies and tactics
• Uncovers Expansion opportunities within existing accounts and alerts the Sales team to go and close.
• Takes timely action and leverage company’s internal resources to address any customer dissatisfaction issues that may put an account at risk.
• Advocate for the customer internally to improve company’s products and services to support a continuous improvement culture.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required Education and Experience

Additional Preferred Skills, Experience, and Certifications

Training

The Customer Success Representative will attend a product training session in our manufacturing facility upon commencement of employment. The training program will continue thereafter and span approximately 5-6 weeks, during which on-the-job training will be provided.

Physical Requirements

Special Working Conditions / Travel Requirements

This job operates in a professional office (80%) and home office (20%) environment. This role routinely uses standard office equipment such as laptop computers, RingCentral phones and webcams. Up to 10% travel is expected for this position for supporting exhibitions and customer visits.