Customer Success Representative

Customer Success Representative

As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.

This is a hybrid role based out of our Pennsboro, WV plant requiring 2-3 days in the office per week.

Duties And Responsibilities

Customer Support : Serve direct customers and consumers by providing product and service assistance and resolving issues to ensure a high-quality customer experience. Take personal responsibility for each interaction, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within the requested timeframes.

Account Management : Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction.

Information Accuracy : Provide customers with accurate information regarding pricing, market conditions, product updates, and any other factors that may impact their order. Ensure clear communication and understanding of any changes or issues. Encourage use of portal, as appropriate.

Issue Resolution : Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution.

Technical Support : Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries.

Collaboration : Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.

Escalation Management : Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.

Training : Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals.

Continuous Improvement : Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

Qualifications

High School Diploma or equivalent required; bachelor's degree is a plus

1-2 years of proven direct customer and consumer support experience, preferably in the building products industry

Understanding of the building products industry and sales management experience in dealer, distribution, and / or two-step channel segments

Strong problem-solving, negotiation, and communication skills are essential

Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint

Solid time management skills with the ability to prioritize multiple responsibilities effectively

Strong interpersonal and teamwork skills with a high level of integrity and personal motivation

Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset

Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges

Be willing to adapt to new processes, technologies, and ways of thinking

Collaborate with colleagues, share insights, and work together to achieve common goals