Job Description

Customer Success Specialist

On-site; Lafayette, Indiana

Salary: $50-55k

Employee Stock Owned Business

*Must have an Associates or Bachelors Degree*

Job description

The Customer Experience Team is the focal point for daily contact and communication with Customers providing both standardized and customized responses and solutions addressing Customer requests and needs. The Customer Experience Specialist is a senior-level role which requires daily interaction via telephone, in person, and e-mail with Customers, Representatives, Service, Support, Sales Departments, and frequent interaction with all other Departments, including Production, Shipping/Receiving, Accounting, Engineering, etc. The Specialist will prepare quotations for Sales, Repairs, Annual Software Maintenance, and Value-Added Services.

The Specialist will work collaboratively to ensure our support exceeds Customer expectations. This position will be responsible for learning, training, and maintaining the integrity of existing (and writing new) processes and procedures relating to Experience and Support administrative functions.

The Customer Experience Team works collaboratively to serve as a back-up to one another; and, therefore, perform all Sales Support and Service administrative responsibilities, as needed and applicable.

This position requires outstanding verbal and written Customer interaction with a friendly, positive attitude to internal and external customers.

The Customer Experience Specialist is responsible for contract reviews, including progression of Purchase Order Contracts, Letters of Credit, and down payments so that the company remains in compliance with import/export regulations.

Our Values:

We value dynamic, high-energy, highly interactive relationships which require excellent communication, collaboration, and multi-tasking skills, while simultaneously providing undivided attention to our Customers and their needs. In addition, we value individuals who want to grow in their skills and demonstrate self-initiative in our supported and accountable environment. This position requires a high degree of accuracy and decision-making capabilities that must be both Customer-centric and in the Company's best interest.

Responsibilities:

1. Respond to inquiries. Communicate clearly and professionally with Customers and Representatives via telephone, text, chat, and e-mail.

2. Prepare quotations for Sales, Repairs, Annual Software Maintenance, and Value-Added Services

3. Enter and progress RMA orders and Sales Orders using our Corporate Database.

4. Review, accept, revise, or decline and process Purchase Order Contracts

5. Calculate commissions for Sales Representatives.

6. Create and maintain Representative Agreements.

7. Facilitate order schedules, ensuring order processing and shipments comply with letters of credit, exportation, country embargoed goods, etc.

8. Maintain Sales and Service Customer files in the corporate database and CRM.

9. Participate in creating and disseminating Sales, Service, and Value-Added Services promotional material and programs.

10. Assist in maintaining accurate pricing in Price Lists and our Corporate Database.

11. Perform research and analysis as needed.

12. Other duties assigned.

Education:

Minimum of an A.S. degree in Office Management, Business Administration, Business Management, Accounting, Sales or Administrative Assistant from an accredited college or university or similar work experience.

Experience:

1. Two years of Customer Service experience

2. Manufacturing operations a plus

3. Fluency in Spanish (verbal and written) is a plus

Knowledge of:

1. General computer skills

2. Recordkeeping / bookkeeping

3. Advance knowledge of Microsoft office software, including Excel and Word

4. E-mail and Windows-based/Cloud-based CRM tools, i.e. Salesforce.

5. Export compliance

Skilled at:

1. Maintaining a positive attitude, even under high-pressure.

2. Collaborating and positive Team participation.

3. Organizing, filing, documenting, maintaining spreadsheets, reports, and schedules.

4. Innovating, Initiating and Self-motivating.

5. Communicating clearly and concisely with appropriate Customer-centric and company focus.

6. Demonstrating high degree of accuracy with strong attention to detail.

Desirable Qualifications:

1. Positive interpersonal skills

2. Enjoys and embraces supported accountability

3. Enthusiasm for the company and its products

4. Ability to work independently and as part of a team

5. Excels in a fast-paced environment

6. High degree of accuracy, integrity, and honesty

7. Strong attention to detail

8. Flexibility in work requirements, routines, and schedules.

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