• Customer Success Specialist

    Boxercraft Inc. (Mableton, GA)


    Job Title:

    Customer Success Specialist

    FLSA

    Non- exempt

    Position Type:

    Full-Time

    Department:

    Customer Success

     

    Reports to: Director of Customer Success

     

    Core Focus

     

    The Customer Success Specialist will be responsible for resolving any emerging non key account customer problems with accuracy and efficiency. This role acts as a liaison between non key account customers, Sales, Operations, Accounting, Production Art, and Design, with a primary focus on building customer relationships and issue resolution. The Customer Success Specialist will also support the market with sales related customer administrative functions.

    Job Description

    Role and Responsibilities

     

    + Exceed customer expectations via responsiveness, providing updates, and resolving customer concerns

    + Regularly exercise independent judgment and discretion when interacting with all accounts and determining customer needs

    + Serve as support of non-key accounts via email, and phone

    + Responsible for tracking, updating and following up on customer orders

    + Communicate trends to sales and operations leadership

    + Assist with new customer onboarding

    + Provide clear, detailed briefs to internal teams around customer concerns/issues

    + Ability to answer up to 70 calls per day (during peak season)

    + Maintains high levels of customer satisfaction and loyalty with customers

    + Serves as a focal point for customer services issue escalation and elevates unresolved customer issues as appropriate

     

    Key Competencies

     

    + Embodies a We-vs-Me mindset and daily personifies the Boxercraft values

    + Proven track record of exceptional performance, high productivity and meeting deadlines

    + Outstanding customer-focused account management skills and customer support experience

    + Proven ability to multitask and work under pressure and build ongoing relationships

    + Strong problem solving and analytical skills to deliver customer-focused solutions

    + Infectious sense of enthusiasm, fun, and imagination associated with a group committed to developing the best client experiences in the world

    + Excellent analytical, communication, and partnership skills

    + Motivated, confident, self-sufficient, goal oriented, and driven

    + Well organized and consistently meets deadlines

    + Positive, clear, and professional written and phone communication skills

    + Proficient with Microsoft Office (Word, Excel, Outlook, and PowerPoint)

     

    Qualifications and Education Requirements

     

    + 2 years Associate’s degree, Bachelor's degree preferred

    + 2+ years Customer Service experience

    + 1 - 2 yrs of Account management experience required

    Physical Requirements

    This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and filing cabinets. The position will include a possible 5-10% warehouse assistance as needed during peak season.

     

    Powered by JazzHR