Customer Success Associate

SUMMARY:

The Customer Success Associate is a computer-intensive customer support role responsible for managing daily communications and maintaining organized records. Key responsibilities include managing and responding to customer inquiries via email and phone, directing and prioritizing incoming messages, logging activities and customer information in the CRM system, performing electronic filing, quoting, order processing, and utilizing the ERP system to provide updates and information to customers. The role also involves coordinating with internal teams, transferring calls as needed, and performing related administrative tasks as they arise. Strong attention to detail, organization, and communication skills are essential for success in this position.

DUTIES AND RESPONSIBILITIES:

1. Customer Service:

• Answer and direct incoming phone calls to the appropriate department.
• Manage the main company's email account, respond to customers, and forward emails to the
• relevant parties.
• Coordinate with relevant departments to respond to customer inquiry.
• Provide additional support to the sales team as needed.

2. ERP and CRM Usage:

• Utilize Salesforce to log and update tasks, ensuring accurate and up-to-date records.
• Use IQMS to check information and relay it back to customers via email or phone.
• Process quotes through Salesforce.
• Order processing via IQMS.

3. Light Account Management:

• Assist with basic account management tasks, including updating customer information.
• Provide support to the sales team by maintaining customer records and electronic filing.

4. Warehouse Support:

• Crosstrain to cover shipping and receiving as needed.

SUPERVISORY RESPONSIBILITIES:

This position does not have any supervisory responsibilities.

QUALIFICATIONS:

• Proficient computer skills using Microsoft Office (Word, Excel, Outlook), Salesforce or similar CRM software.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities
• Detail-oriented with a high level of accuracy