Customer Success Specialist

Job Description

Job Summary:

The Customer Success Specialist is a proactive, customer-centric professional who engages with clients to maximize value, drives satisfaction, and supports business growth. This role requires strong communication, analytical skills, and proficiency in learning new software to enhance customer experiences and contribute to organizational goals.

Duties/Responsibilities:

• Manage client portfolios to foster long-term relationships and retention.
• Support sales teams in securing and closing deals.
• Process customer orders and enter data into the ERP system accurately.
• Manage purchase orders and address inquiries on order status, pricing, and returns.
• Streamline customer onboarding for a seamless experience.
• Analyze customer data to enhance satisfaction and reduce churn.
• Mediate between customers and internal teams to resolve inquiries and complaints.
• Handle inbound/outbound communications (calls, emails, faxes).
• Process return authorizations (RMA) for defective or incorrect shipments.
• Track back-orders and communicate delivery updates to customers.
• Maintain organized records and administrative processes.
• Support company policies and compliance with regulations.
• Generate weekly & monthly metric reports.
• Perform additional duties as assigned.
  
  

Required Skills/Abilities:

• Excellent communication and interpersonal skills.
• Highly organized with strong multitasking abilities.
• Self-driven, proactive, and passionate about customer service.
• High computer literacy and ability to learn ERP/CRM systems.
• Analytical skills to interpret customer data.
• Patient, active listener with a focus on service excellence.
• Experience in creating professional documentation.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
  
  

Education and Experience:

• High School Diploma / GED OR an equivalent combination of education and work experience. BA/BS Preferable but not required.
• 2-4 years’ experience interacting with both internal and external customers
• 2 years of customer service experience in an office environment, including data and order entry
  
  

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.
  
  

In accordance with the Americans with Disabilities Act and any applicable state law prohibiting discrimination on the basis of a physical or mental disability, it is possible that requirements may be modified to reasonably accommodate a disabled individual. However, no accommodations will be made which may pose certain health or safety risks to the employee or others or which impose undue hardships on the Company.