Job Description

Position Summary

Lead Customer Success Specialist plays a critical role in ensuring customer satisfaction by providing technical support, order processing, and account management. This role acts as a liaison between customers, sales teams, and other departments, contributing to the company's growth by fostering strong customer relationships, addressing inquiries, resolving issues, and improving internal processes. The ideal candidate will demonstrate a commitment to high-quality customer service, continuous process improvement, and effective teamwork.

Responsibilities

Order Processing and Management

Process customer purchase orders, including resolving discrepancies related to pricing, availability, and other order details.

Manage order entry in SAP, ensuring accuracy and timely submission to the warehouse for processing.
Handle credit card payments, warranty replacements, and other order-related tasks as needed.
Run daily reports to verify all orders are accounted for and submitted without duplication.
Assist with trade show setup, processing incoming mail, and other administrative tasks.

Account Maintenance and Sales Support

Build and maintain strong relationships with new and existing customers, proactively addressing needs and providing exemplary service.
Support account maintenance by creating, updating, and managing customer records.
Partner with sales representatives and Operations Team to address inventory concerns and manage backorders.
Identify opportunities for upselling and provide product recommendations to customers.
Participate in ongoing training to enhance product knowledge, sales strategies, and customer service skills.

Customer Support and Technical Assistance

Provide technical support and product knowledge to end users, customers, sales associates, and representatives regarding Legacy products.
Address customer inquiries related to product availability, order status, pricing, warranty claims, and troubleshooting.
Communicate product information effectively through various channels such as phone, email, and customer portals.
Evaluate and process returned materials, determining warranty coverage, and collaborating with the Accounting Department to assess customer credit eligibility.
Partner with the Quality Assurance Department and Product Development Team on any product quality issues or defects.

Education and Work Experience

Associate or Bachelor’s degree preferred, or 3-5 years of relevant experience in customer service, sales, or technical support.
Experience with SAP Business One preferred; knowledge of EDI systems is a plus.
Strong proficiency in Microsoft Office Suite, especially Excel.
Ability to work in a fast-paced environment, manage multiple tasks simultaneously, and maintain a high level of accuracy.
Experience in troubleshooting, order processing, and customer account management is highly desirable.

Job Type: Full-time

Benefits: