Customer Success Representative

Toronto ON / Remote
30+ days ago

Job Description

Job Title: Customer Success Representative

Department: Customer Experience

Reports to: Customer Experience and Success Manager

Hours: Full Time Position – Monday – Friday, 40hrs/week, 8:30am to 5:00pm

Pattern of work hours may vary depending upon corporate objectives and requirements

Job Summary:

The Customer Success Representative’s priority is to provide exceptional support to Nuevo’s customers, ensuring a customer experience that exceeds industry standards.

The Customer Success Representative is responsible to field customer inquiries regarding order and item discrepancies by initiating the claims process and collecting relevant supporting documentation. Working in conjunction with the appropriate departments, the Customer Success Representative will attempt to validate each claim according to designated procedures, ensuring each claim is resolved in a timely manner.

In conjunction with the Distribution Center personnel, the Customer Success Representative will assist in the management of the RMA process. They are also responsible to initiate and follow up on communications with freight companies regarding damage claims.

All communications will be conducted in a professional, timely and extremely courteous manner. Any circumstances that deviate from Nuevo’s standard policies and procedures will be brought to the Customer Experience and Success Managers attention for review.


· Familiarity with and adherence to the Nuevo Claims and Returns Guide

· Familiarity with Nuevo Customer tiers and associated privileges

· Manage all claims using the claims header in Navision, ensuring to attach all required documentation

· Process credits as required

· Execute replacement sales orders for replacement parts, components or parent units

· Facilitate inter-departmental communications and processes with the Customer Experience department, Supply Chain, Distribution Center, Accounts Receivables and the Customer Experience and Success Manager regarding claims/returns

· Manage the filing of completed paperwork and electronic data

· Initiate and follow up communications with the customers to ensure overall satisfaction

· Provide support and/or coverage for vacationing and travelling Customer Success Representatives

· Other duties as assigned


· Assign RMA numbers and complete the associated information in Navision

· Forward RMA documentation to customer and Nuevo Distribution Center

· Manage the Advanced Shipping Notifications (ASNs) process

· Save ASNs to invoices and claims headers

· Process customer pick-ups for returns with carriers

· Coordinate, manage and reconcile of the Northbound inventory return

· Review returns that have reached the 30 day hold mark and confirm with the DC if they should be discarded, donated or used for parts

· Track Cheektowaga inventory, and process donation/discard requests once per quarter

Replacement Sales Orders:

· Execute replacement sales orders for replacement parts, components or parent units

· Ensure appropriate line discounts or credits are applied to replacement sales orders

Freight Claims

· Process freight claims and document in the freight claim tracker

· Manage and reconcile the freight claim accounts (XFR014 & FR056) and location code

· Follow-up with carriers regarding outstanding freight claims

· Process credits for denied freight claims, maintaining the freight claim tracker

Product Knowledge

· Attend product knowledge meetings

· Utilize and be proficient in available outlets when looking for information, such as: Navision, website, RepZio, G Drive (for images), etc.

· Maintain knowledge of inventory availability and ETA dates of incoming shipments


· Communicate all operational issues, along with suggested solutions to the Customer Experience and Success Manager

· Must be well versed on Nuevo’s criteria for claim types and associated procedures

· Notify the Customer Experience and Success Manager of any situations that are exceptions to the established policies and procedures

Academic/Educational Requirements:

· OSSD or equivalent

· Post-Secondary Certificate or diploma is an asset

Required Skills/Experience:

· Computer literate with strong proficiency in Word, PowerPoint, and Outlook

· Minimum 2-3 years of customer service, administrative, accounting and/or similar experience

· Strong written/oral communication skills, with professional phone and email communication

· Excellent interpersonal skills

· Ability to multi-task/manage a varied workload & evolving tasks

· High level of problem-solving skills

· Ability to extrapolate information and procedures based on historical experience to apply to current situations

· Ability to operate independent of direct supervision

· Ability to represent the company in a professional manner

· Ability to meet deadlines

· Excellent organizational and time management skills

Working Conditions

· OHS regulated facility

· Clean, climate-controlled office and tradeshow environments

· Electrical components: computers, printer, scanner, desk set phone

· Working time is split between phone, computer and paperwork tasks

Job Type: Full-time

Salary: $40,000.00-$45,000.00 per year


  • Dental care
  • Extended health care
  • On-site parking


  • 8 hour shift


  • customer service: 1 year (preferred)

Work remotely:

  • Temporarily due to COVID-19


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