Customer Success Specialist
Company: Gemline
Location: Lawrence
Posted on: May 4, 2022
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Job Description:
Job Description Accountability Objective: Handles all customer
contact received by telephone, e-mail, writing, webchat or in
person. Key Responsibilities: Provides each customer an exceptional
customer experience. Achieves and maintains rapport with customers
and works to give them the best possible service/solutions. Answer
incoming customer calls concerning order status, inventory
availability, pricing, artwork, issues, etc. Authorizes merchandise
returns, credits, and prepares related paperwork. Supports the
needs of Outside/Inside sales representatives. Has knowledge of
product line/brand, prices, delivery time, and various marketing
promotional programs. Updates orders and posts activities such as
change notices, scheduling changes, partial shipments, and shipping
changes, etc. Communicates effectively cross functionally
throughout the organization to ensure order completion. Prepares
written or oral price quotations on decoration techniques, shipping
costs, and general pricing issues. Receives phone calls, e-mails
and fax requests for purchase orders, order changes, adjustments,
and cancellations directly from Gemline customers Receives and
responds to all customer inquiries and complaints. Analyzes
requests and resolves customer concerns. Responsible for guiding
complaint resolution and problem solving in a timely manner.
Reports any and all negative conditions affecting customer
satisfaction. Utilizes the company database to retrieve pertinent
information required by the customer. Follows departmental policy
with regards to noting all telephone/email/webchat correspondence
in the CRM database. Ability to actively work escalation/issues and
coordinates with the correct internal team members for successful
resolution. Provides coverage as needed for additional task handled
by the team. Performs other related duties as assigned by the
supervisor or manager. Understand and incorporate the values of the
GPS House in all activities. Has the ability to identify
improvement opportunities. Provides switchboard relief as
scheduled. Requirements/Qualifications: Ability to utilize
Continuous Improvement concepts and philosophies on a regular
basis. Ability to deal with high stress situations Excellent
communication skills, both written and verbal Excellent
Organizational Skills Strong telephone etiquette skills Excellent
Troubleshooting and Problem-Solving Skills Minimum 5-years
experience in a customer service/call center environment College
degree or equivalent work experience Exceptional interpersonal
skills Ability to provide excellent training in all areas Must be
extremely detail oriented Must be a team player Must be able to
effectively use a PC including Microsoft Office (or equivalent
programs) and a Windows based environment Build strong
relationships with internal and external customers. Ability to
adapt to a fast-paced environment.
Keywords: Gemline, Lawrence , Customer Success Specialist, Other , Lawrence, Massachusetts
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