Job Information
Boxercraft Inc. Customer Success Specialist in Mableton, Georgia
Job Title:
Customer Success Specialist
FLSA
Non- exempt
Position Type:
Full-Time
Department:
Customer Success
Reports to: Director of Customer Success and Engagement
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.
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