Customer Retention Specialist

Description:

Cozzini Bros. Inc is America’s #1 cutlery exchange service. We keep over 95,000 commercial kitchens nationwide with Cozzini-Engineered sharp knives and blades, exchanged every two weeks. We have engineered the next generation of durable, safety-enhanced cutlery that stays sharp in the most demanding of foodservice environments. Founded in 1905 as a family business in Chicago, Cozzini Bros has recently emerged as the only nationwide sharpening solution in the USA. Cozzini is driven by five core values: Safety, Service, Trust, Teamwork, and Integrity. These values are what give us the cutting edge in knife exchange.

We are seeking a talented and driven Customer Retention Specialist to support the Los Angeles market with strategic account support alongside the market growth and development of the region. We’re looking for driven, bold retention professionals with a passion for giving great service and turning negative customer experiences into an unforgettably positive one!

Summary: The Retention Specialist will play a pivotal role in delivering on our customer commitments by assuming responsibility for wingback of lost accounts and retention of at-risk accounts. This role is a hybrid of remote correspondence and on-site visits.

Essential Responsibilities:

• Daily overview and support with lost business and at-risk accounts.
• Retains customers through on-site visits, remote correspondence and outbound dialing.
• Partners and collaborates with leadership, sales and operations teams in retention initiatives.
• Gathers, tracks and shares detailed customer feedback on lost and at risk accounts and reports to relevant departments.
• Leverages NetSuite to research and identify customer issues and potential solutions.
• Other duties and responsibilities as assigned.
• Travels up to 25%.

#sharp

Requirements:

• 2-5 years experience in a customer-facing support, service or account management role.
• Proficiency in hybrid remote office and in-field schedule.
• Strong interpersonal communication competencies, including conflict resolution, empathy, active listening and de-escalation.
• Strong critical-thinking, problem-solving and negotiation skills
• Ability to keep consistent and fluid communication with multiple departments and stakeholders.
• Builds strong reciprocal relationships with internal team members with respect, teamwork and a mentality of service.
• Ability to integrate instructions, direction and performance feedback from leadership.
• Proficient in Microsoft Office (Word, Excel, etc.)
• Experience in Oracle NetSuite a plus.
• Must be able to frequently make use of phone, computer and other mobile devices and sit at desk for long periods of time.
• Must have current and valid driver’s license with a clean driving record.

These competencies are not intended as a hard requirement for this position. Any candidates who feel they would excel in this role are encouraged to apply!