Customer Success Specialist

Job Summary

The Customer Success Specialist supports the day-to-day operations focused on strategic and target customers and the account teams support these customers. Coordinates resources to ensure customer satisfaction, project efficiency, and contract performance. Assists with customer acquisition, growth and retention. Develops innovative solutions and methods to solve problems and assist with issue resolution. Coordinates communications, action plans, projects and tasks. Coordinates customer specific inventory, pricing, data loads and reporting needs with the appropriate branch support department.

Responsibilities

Essential Functions

• Serves as branch contact for strategic and target customers and is the liaison to appropriate customer success, branch support or branch personnel. 
• Develops innovative solutions and methods to solve problems and assist with issue resolution for assigned customers.
• Coordinates communications, action plans, projects, and tasks with Border States branches, branch support and customers. 
• Responsible for providing cross functional support to other members of the customer success and branch support departments with specific focus on reporting, quality assurance, customer focused technology tools, and customer specific projects.
• Coordinates and prepares data and reporting for customer core team meetings or business reviews. 
• Develops documentation of reports, quality assurance tools and data sets to ensure clarity and the integrity of the reports/data.
• Represents the customer’s interests for the customer success team during periodic internal pricing and inventory meetings.
• Coordinates customer specific inventory, pricing, data loads, and reporting needs with the appropriate corporate department for key customers.
• Facilitates and assists branch, business development and branch support personnel with new agreement proposals and implementations. 
• Facilitates training on best practices and continuous improvement tools for strategic and target customers including: Total Customer Cost Management (TCCM) tools and techniques, delivery date management, customer inventory control, customer technology options and other innovative supply chain methods.
• Ensures there is effective communication and follow through for customers.
• Facilitates quality assurance by monitoring and analyzing reporting tools and improving Border States performance with strategic and target customers. 

Non-essential Functions

• Provides project assistance and support on a wide variety of customer focused projects including backup support for customer technology and integration needs. 
• Assists in the preparation, participates in, and assists with customer corporate audits. 
• Serves as backup for other customer success team members.
• Performs other duties as assigned by supervisor or designate.

Qualifications

• 4-year business, communications, distribution, or related degree or the equivalent in work experience. 
• Prefer a minimum of 2 years of prior customer service or sales experience with knowledge of business processes and procedures with a high degree of accuracy and attention to details. 
• Prefer the ability to read, write, and speak in English.  
• Prefer advanced working knowledge of PC for Windows, Microsoft Office (Power BI, Excel, Word, Access, and PowerPoint). 

Skills and Abilities

• Excellent interpersonal, written, and verbal communication, reading, and customer service skills are preferred with the ability to effectively plan, prioritize, and organize. 
• Ability to work independently as well as perform in an environment of collaboration, teamwork, innovation, change management and problem solving.  
• Demonstrates strong presentation skills and the ability to clearly communicate data, insights, and recommendations
• Ability to interact with customers and Border States personnel with a wide range of job responsibilities. 
• Requires attention to detail and accuracy.
• Ability to influence and guide teams towards results. 

Physical Requirements

Frequency at which you would carry/lift in a typical day:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

• Lift from Waist:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Lift from Floor:
  • < than 10 lbs. - Frequently
  • 10 to 25 lbs. - Frequently
  • 26 to 50 lbs. - Occasionally
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Carried for Distance:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all

Physical Activity

Frequency at which you would do the following in a typical day:

• Sitting (a continuous period of being seated) - Continuously
• Standing (for sustained periods of time) - Frequently
• Walking (moving about on foot to accomplish tasks) - Frequently
• Bending/stooping (downward and forward) - Occasionally
• Crawling (moving about on hands and knees or hands and feet) - Not at all
• Climbing/Walking Stairs (ascending or descending) - Frequently
• Reaching (extending arms in any direction) - Frequently
• Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally
• Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally
• Balancing (maintaining body equilibrium to prevent falling) - Occasionally
• Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously
• Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally
• Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally
• Grasping (Applying pressure to an object with the fingers and palm) - Frequently
• Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously
• Talking (expressing or exchanging ideas by means of the spoken word) - Frequently
• Driving (the control and operation of a motor vehicle) - Frequently
• Desk work (work usually performed at a desk) - Continuously
• Use of a computer - Continuously
• Use of a telephone - Frequently
• Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously
• Exposure (to adverse weather & temperature conditions) - Occasionally
• Travel (travel needed to perform job duties) - Frequently

Additional Information

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer’s discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation.