What are the responsibilities and job description for the Customer Success Specialist position at Phlex Proteins?
As a Customer Success Specialist at Phlex Proteins, you will play a crucial role in managing the customer-facing order process from initial setup through to order fulfillment. You’ll use your exceptional communication and organizational skills to provide a seamless experience for all Phlex Proteins customers, ensuring they feel supported and informed every step of the way.
Responsibilities
- Own the Customer Journey: Manage the entire customer facing order process from set-up to fulfillment, keeping customers informed at every stage.
- Frequent Communication: Proactively communicate with customers to keep them updated on their orders. We want customers to know about every detail before they think about asking.
- Order Updates: Provide timely updates via phone, email, and text throughout the customer journey—including setup, order placement, shipment, invoicing, and follow-up.
- Cross-Functional Collaboration: Work closely with operations to manage order fulfillment, shipments, and inventory, ensuring a smooth customer experience.
- Customer Engagement: Proactively reach out to customers via phone and email to support their ongoing and future order needs.
- Sales and Marketing Support: Assist in filling our marketing pipeline funnel with viable customers and management of our prospective customer list.
- Maintain Product Documentation Library: Create updated and accurate documentation files for all Phlex Proteins Products.
Qualifications
- Communication Skills: Exceptional verbal and written communication skills, with a customer-focused mindset.
- Experience: At least 1 year in a customer-facing role where communication was key to success.
- Organizational Skills: Ability to independently manage workload based on business priorities.
- Technical Proficiency: Familiarity with or willingness to quickly learn essential tools like ERP, CRM, MS Teams, and marketing automation software.
- Innovative Thinking: Enthusiasm for suggesting new ideas to enhance the customer journey and internal processes.
- Customer Engagement: Comfortable with contacting customers directly over the phone (this role involves proactive outreach).
- Motivated Mindset: A positive attitude and motivation to contribute to the growth and success of Phlex Proteins.
Work Environment
- Hybrid Role: Split between the office and home, offering flexibility and balance.
Join Phlex Proteins and help us scale by creating exceptional customer experiences!