Customer Success Representatives Jobs

Customer Success Representative

*Must Live in Charlotte Metro area*

Responsibility:

Follows established SOP’s and guidelines to perform the following duties:

• Seek guidance concerning credits, freight charges within established limits.
• Manage Inbound/Outbound Customer Calls
• Daily review and reconciliation of assigned customer orders
• Handle customer inquiries and provides prompt assistance to ensure customer staisfaction
• Asses final disposition of drop ship fees
• Gain understanding of Greiner customer service policies and procedures
• Data Entry and analysis
• Enter credits and debits in SAP as needed and forward them to the customer success manager for approval
• Point of Contact within assigned accounts
• Field customer issues to research and escalate issues of greater complexity to Customer Success Manager for possible resolution
• Field inquries regarding returned goods per customer escalation, research per SOP and escalate to point of contact for final determination
• Creating deliveries for shipment of product
• Own daily execution of role with oversight of manager as needed
• Monitor and resolve order blocking including: stock availability, unit of measure accuracy, pricing discprency
• Other duties as assigned
• Account assignment of smaller distributor, direct and house accounts
• Demonstrate a customer-centric mindset
• Support the Non-Techincal (NT) claims process for customer accounts as needed
• Responsilbe for providing accurate content to be included in the special parameters for each customer account
• Ensure customer account information is updated in SAP as needed
• Customer order entry via SAP
• Communication of purchase order discrepancies

Authority:

• Sales order processing, credit/debit memo requests, and credit limit releases in SAP
• Process customer credit card payments
• With prior authorization, Waive drop ship fees when drop shipments are needed due to backorders

Job Requirements:

• Prior customer service experience preferred
• Ensure efficiency of task in a fast-paced environment.
• Effective organizational, written and verbal communication skills
• Proficiency Microsoft Excel, Word & Outlook

Physical Requirements:

• Must be able to sit or stand for up to 8 hours