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Customer Success Specialist

Company: Gemline
Location: Lawrence
Posted on: May 4, 2022

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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