Customer Success Specialist

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism — and we treat our employees like the valuable assets they are.

Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!

Position Description

The Customer Success Specialist (CSS) is responsible for dedicated customer care for a set of assigned accounts primarily classified as Maintain & Invest. The CSS will be the single point of contact for the entirety of the account which may require working across many warehouses and regions. This key role works together with other internal departments regarding product pricing, credit, complaints, product availability, order status, returns, and delivery logistics. This position is responsible for all touch points for assigned accounts and back up accounts related to order management, customer specific requirements management, customer queries, customer satisfaction, and on time ship management. The CSS leverages all available resources to meet customer expectations while creating a positive customer experience through personalized, strong support. This role is expected to adhere to all company policies and safety protocols.

Key Competencies Required to be Successful as a Customer Success Specialist

Order Management

• Timely management of customer orders and inquiries in a fast-paced environment using the ERP and other internal systems.
• Track orders/trace deliveries to ensure that customers receive on time shipment.
• Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status.
• Promptly respond to customer queries within the agreed SLA.
• Ensure customer master data and customer specific requirements are accurate for assigned accounts
• Train back up support on account base

New Accounts

• Open new customer accounts, ensure data set up is accurate, and welcome customers.

Problems & Solutions

• Provide internal support to junior Client Experience team members regarding any minor customer problems, complaints, or requests.
• Solve customer problems and find best possible solutions.
• Help customers navigate RS Hughes' website and place orders online.
• Handle complaints within established guidelines and initiate appropriate follow-up and response.
• Proactively escalate unresolved customer issues to the correct internal resource/team for resolution.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Meet customer satisfaction metrics / expectations.

Product Knowledge

• Maintains adequate knowledge and understanding to meet customer's needs to provide real, effective solutions and deliver exceptional customer service.

Returns

• Assist customers with returned goods; write up returned goods authorizations for returning merchandise.
• Respond to shipping inquiries and answer returns status questions.

Internal Coordination

• Coordinates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.

ERP Management/Maintenance

• Enter all customer orders in a timely, efficient manner.
• Regularly access real-time information to view product inventory levels, shipments, pricing, order activity, etc.
• Search customer orders to research status and provide accurate responses to ensure no lapses in communication.
• Remain knowledgeable of ERP system and maximize functionality to best serve our customers.
• Keeping records of customer interactions, transactions, comments, and complaints in the ERP database.
• Enter data into different applicable systems/MS applications.
• Prepare product and customer reports by gathering data collected during customer interactions.

Reporting & Analysis

• Analyze and interpret customer data to build reports, KPIS, and report trends for Management.
• Identify trends and make recommendations to improve customer service.

Other Assignments

• Provide attention to detail while also multitasking to complete the assignments.
• Provide feedback on the efficiency of the customer service process.
• Perform other job duties as assigned.

Education/Certification/Licenses

• High School Diploma or GED equivalent required, Bachelor's degree in business or related field preferred.
• 2-5 years of experience in B2B customer service or phone-based support in a high-volume fast paced environment required.
• Minimum of 2-5 years’ experience of data entry/management in ERP/CRM required.

Skills That Will Make You Successful

Soft Skills

• Strong interpersonal skills: People and Communication Skills
• A Customer Service Focused Approach
• Able to work with a diverse group of people.
• Ability to read, understand and follow both verbal and written instructions.
• Proper spelling, grammar, and punctuation.
• Active listening.
• Proficient problem-solving skills / Critical Thinking Conflict Resolution.
• Flexibility and Adaptability.
• Attentiveness and Accuracy.
• Quick learner.
• Ability to multitask and perform duties with accuracy.
• Solid Organizational and Time Management skills.

Hard Skills

• Product Knowledge (Knowledge of applicable RSH products and markets).
• Must have mathematical skills, proficient at analysis and logical reasoning.
• ERP Data Entry & Maintenance.
• Proficient in Microsoft applications.
• Solid order to invoice experience in B2B environment.
• Ability to navigate multiple systems simultaneously.
• Proficient communication (written and verbal) and interpersonal skills.
• Strong organizational, analytical, problem solving, and decision-making abilities.

Experience

Required

• 2 - 5 years: Direct B2B customer service or phone-based support, with heavy data entry in a high-volume fast paced environment

Education

Required

• High School or better

Preferred

• Bachelors or better in Business Administration or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)