Customer Success Specialist

Responsibilities:

• Order Delivery Tracking: Ensure smooth delivery of orders, providing advance notifications to customers in case of due date changes.
• Technical Information to account manager/Top Management: Assist in obtaining technical information from customers when engineering encounters gaps.
• Issue Follow-up: Regularly follow up on open topics with customers and internal teams (ENG, Production, Logistics) to ensure timely resolution. Daily overview of Crosslink Dash
• Customer Visit Support: Support all the requirements of Account managers to arrange trip environments, assistance with Onenote before/after customer visits, compiling necessary information such as system details, client website, addresses, participant details, and previous comment, coordinating trip changes, bookings. Provide comprehensive information about relevant and potential customers in assigned territories, especially before travel or visits.
• Manage customer forms, offer payment guidance, update CRM systems, and conduct database checks to ensure accurate and up-to-date information.
• Customer Information Handling: Complaint Handling/Tracking: Manage all customer complaints, including assistance to other departments (ENG, Production, Logistics) in receiving relevant and up to date information and documentation from the customer in timely manner, to ensure resolution and customer satisfaction.
• Support Issue Monitoring: Monitor and ensure timely closure of all support issues and service calls. Assistance and push to move forward and lower the number of cases.
• Administrative Support: Assist the Territory manager with administrative tasks to contribute to sales success: PQ follow ups, quarterly checkups with the Ivory customers, projects tracking and assistance together with the Sales manager.
• Collaboration with Sales Team: Work closely with the sales team to identify growth opportunities and support sales initiatives.
• Leads Management: Manage leads generated from campaigns, search activities, and marketing processes, with a focus on product marketing.
• Proactive Customer Service: Proactively work to reduce incoming emails through effective communication and problem-solving within the customer success department, creating new tasks in dashboards to optimize the workflow and meet the customer's needs beforehand.
• Sales Representative Activities: Support and manage activities related to sales representatives, including coordination of schedules and assistance with customer interactions, preparing the reports on the quarterly bases to optimize the work with the agents and assist Sales manager in direction choice.
• Escalated Issue Management: Handle and resolve escalated issues and cases to ensure customer satisfaction and retention. Close collaboration with the Account managers
• Full Priority/ERP: knowledgeable of the Priority system
• Overall be a key player on the team for reaching the Team/Account manager sales targets.

Requirements:

• Service and Marketing Approach: Strong customer service and marketing orientation.
• Collaborative Skills: Ability to work effectively in a team environment.
• Technical Understanding: Basic technical understanding to communicate effectively with engineering teams and customers.
• Learning Agility: Ability to learn fast.
• Language Proficiency: High proficiency in English, both written and verbal.
• Flexibility: Willingness to work flexible hours as needed.
• Computer Skills: Proficient in using computer applications such as Office, Zoom, Priority, and other relevant software.

Measures of Success:

• Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and issue resolution.
• Business Continuity: Contribute to the company's ongoing activities by ensuring smooth operations and customer support.
• Sales increase.