Customer Success Key Account Associate

FLSA Classification

Hourly

Reports to

Customer Service Manager

Hours

Monday - Friday 8:00-4:30

One Day a Week 8:30-5:00

JOB DESCRIPTION

Summary/objective

This position is required to develop a good working relationship with our Key Account customers to enhance customer satisfaction and customer retention. Respond to all inquiries, cancellation requests, and sales requests within specified timeframe. Determine the most crucial needs of the customers and carry them out to ensure that they receive first-class customer care and service.

• Inbound client calls
• Facilitate quotes
• Submit via email quotes to clients in the acceptable timeframe
• Respond to email requests in the acceptable timeframe
• Attend required meetings as applicable
• Research and handle client claims
• Order process
• Order status
• Update order tracking
• Generate re-do orders
• Return customer voicemails in the acceptable time frame
• Enter client sample requests
• Cross training with peer roles
• Order hold follow-up
• Respond to website chat requests

QUALIFICATIONS

Required

• High School Diploma or G.E.D.

Preferred, but not required

• Minimum one to three years customer service experience
• Strong organizational skills and ability to work independently
• Computer literate
• Proficient in Microsoft Office
• Good sales and marketing background
• Data entry
• Good oral and written communication skills.
• Good negotiation skills and customer service skills
• QA skills
• Good Interpersonal Relationships
• Problem solving ability
• Proficient in multi-tasking
• Ability to exercise independent judgment and work with minimal supervision. Must be detail-oriented, can plan, organize, set priorities and manage multiple projects. Good analytical, problem solving and time management skills. Self-starter and self-finisher. Handles difficult customers with diplomacy and tact

Work environment

• Climate controlled environment

Physical demands

• While performing the duties of this job, the associate is frequently required to stand, walk, climb, stoop, talk, hear, reach, grasp with hands, feel, and sit. The associate is occasionally required to kneel, push and pull to move objects.
• The associate must exert up to 5 pounds of force occasionally and/or a light amount of force frequently to lift, carry, push, pull, or otherwise move objects.
• Specific vision abilities required by this job include concentrated attention and close vision, far vision, color vision, depth perception and the ability to bring object into sharp focus.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.