Customer Success Agent
Avtron Power Solutions, LLC
- Location
- Onsite (Cleveland, Ohio)
- Compensation
- $60k - $75k/yr
- Employment
- Full-time
- Level
- Mid Level
About the Role
Avtron Power Solutions, a manufacturer of load bank solutions since 1953, is seeking a National Customer Success Agent. This role serves as the primary post-sale contact, ensuring customer satisfaction through order management, issue resolution, and cross-functional coordination.
Skills
Full job details
COMPANY OVERVIEW:
Founded in 1953 Avtron has a long history of manufacturing market leading power test solutions. Now with a global footprint and sales into some of the largest industrial projects, Avtron will continue to push the envelope of what’s possible in the electrical test environment. Avtron Power Solutions manufacture and distribute market leading load bank solutions for mission critical applications. We have the largest portfolio in the industry and can meet the highest load testing standards with our intelligent SIGMA load bank control system.
POSITION SUMMARY:
The National Customer Success Agent serves as the main point of contact for customers, providing order updates, resolving issues, and coordinating with internal teams to ensure on-time delivery and exceptional service.
DUTIES AND RESPONSIBILITIES:
Essential Functions:
- Customer Relationship Management: Build and maintain strong, long-term relationships with customers, acting as their primary point of contact post-sale. Manage customer service inquiries via email, chat, and phone, ensuring timely and professional responses.
- Customer Advocacy: Act as an advocate for the customer internally, ensuring deadlines are met, products are delivered to specification, and commitments are fulfilled on time.
- Customer Onboarding: Assist new customers in onboarding by guiding them through the setup, usage best practices, and support resources to ensure a smooth and successful start.
- Order and Delivery Oversight: Monitor customer orders, coordinate with logistics and production, and ensure timely delivery and communication.
- Issue Resolution: Handle and resolve customer complaints concerns in a timely and professional manner.
- Cross-Functional Coordination: Collaborate with engineering, technical support, logistics, and production teams to ensure customer needs are met and exceeded expectations.
- Performance & Improvement: Execute on defined KPIs and contribute to continuous improvement initiatives aimed at maximizing service levels and customer experience
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions
Additional Responsibilities:
- Participate in annual customer business review meetings
- Expedites backorders and process customer returns.
- Travel less than 5%
MINIMUM QUALIFICATIONS:
- Bachelor’s Degree from an accredited college or university in a relevant field or equivalent level of experience is preferred
- 2-4 years of relevant inside sales or customer service experience
- Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
- Experience using SAP and CRMs systems a plus
- Creative problem-solver with outstanding customer service skills
EDUCATION, SKILLS, AND EXPERIENCE:
Education:
- Bachelor’s Degree from an accredited college or university in a relevant field or equivalent level of experience is preferred
Skills
- Creative problem-solver with outstanding customer service skills
- Strong verbal and written communication skills
- Excellent organizational and time management skills
- Team player who works well individually, as well as part of a team
- Proven ability to manage multiple large accounts and coordinate cross-functional support.
- Excellent communication, problem-solving, and relationship-building skills.
Experience
- 2-4 years of relevant inside sales or customer service experience.
COMPUTER SKILLS:
- Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
- Experience using SAP and CRMs systems a plus