Client Success Specialist

Title: Client Success Specialist

About Us:

With offices in Los Angeles, Hong Kong and Shanghai, Snap Creative is a full-service provider of unique licensed promotional and collectible consumer products. From concept development to finished goods, Snap Creative has been integrating innovative design and engineering to craft high quality and clever premium products for almost 30 years. We are leaders in capturing the distinct personalities of each program and are a go-to partner for many of the world's largest entertainment companies, including Disney, Marvel, Pixar Studios, Sony, Paramount Pictures, Warner Bros., Universal, DreamWorks, 20th Century Fox, and more.

Definition of Success:

Provide excellent customer service to our clients by managing internal and external communication regarding multifaceted project details during the full lifecycle of the sales process.

Key Areas of Focus:

Customer Assistance:

• Respond promptly and professionally to customer inquiries via email and other communication channels.
• Assist customers with account setup, order placement, payment issues, and product information.
• Troubleshoot and resolve issues related to the eCommerce platform, including login problems, cart errors, and checkout difficulties.

Order Management:

• Process and confirm customer orders received via email and eCommerce platform.
• Monitor order status, shipping updates, and handle cancellations or modifications.

Issue Resolution:

• Investigate and resolve queries regarding delayed shipments, incorrect orders, or payment discrepancies.
• Escalate complex technical issues to the appropriate internal teams.

Documentation & Reporting:

• Maintain accurate records of customer interactions and transactions.
• On-going review and maintenance of client files.
• Prepare daily/weekly reports on order volumes, customer feedback, and common issues.

Client Facing Account Management:

· Complete management and maintenance of Box.com including decks, pricing, and beauty images

· Create and maintain price lists as needed

Key Skills:

· Ability to work at a detailed level while maintaining an overall project perspective.

· Great organization and time management skills.

· Possess excellent follow up capabilities, ability to prioritize and handle several projects simultaneously.

· Sales goal driven with strong understanding of business drivers that will impact sales.

· Thorough understanding of entire customer experience (CX) ecommerce processes from capturing leads, conversion, fulfillment to customer service.

· Knowledge of ecommerce systems, content management system, customer services software and best practices preferred but not required.

Qualifications and Education Requirements:

· Bachelor’s Degree or combination of education and work experience equivalent to a four- year degree required.

· Minimum of 2-5 years sales experience within the entertainment industry preferred.

· Proven work experience in a client-facing role with prior client relationship management preferred.

· Detailed-oriented, demonstrate strong written and verbal communication skills.

· Advanced skills in Microsoft Suite including Excel and Power Point. Proficient in ERP program such as Net Suite.

· Strong work ethic and experience to effectively manage multiple relationships and priorities.

· Ability to work remotely with high speed internet service

· Travel as needed.

Additional Job Details:

· Salary: $65,000 - $75,000 per year based on experience

· Job Type: Full-time

· Work Location: In Office

· Completion of pre-employment assessment test upon request

· Schedule: Monday to Friday with Friday being optional for remote work

Benefits:

· 401(k)

· Dental insurance

· Health insurance

· Paid time off

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person

Salary : $65,000 - $75,000