Customer Success Administrator

Position Purpose

This position manages inbound order channels, facilitating workloads across the CS team and ensuring that orders are routed to the correct teams. As part of that order scheduling function, this position ensures SLAs for the types of orders are being met, and reports on weekly/monthly/quarterly metrics for the CS department.

Essential Functions & Principal Accountabilities

• Manages and supports inbound order channels and order routing
• Maintains and exceeds metrics for:
• - Number of orders correctly routed
• - SLA violations resolved
• - Call handling metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
• Receives orders, order process documentation, order status requests and reporting
• Escalates inquiries according to their urgency
• Trains and mentors team members
• Produces training documentation for managing key customers accounts, including contacts and account specific order processing
• Works with internal partners to manage customer requests to ensure timely and accurate delivery of quotes and products
• Manages customer inquiry resolution and communication processes, including addressing customer escalations, updates, and resolutions within established timelines

Skills and Attributes We’d Like You to Have

• Microsoft Dynamics 365: Customer Service Omnichannel, SLA Management, Reporting
• Support of external and internal customers
• Adept at using multiple systems and tools to support customer engagement, including web-based ERP, eCommerce, MS Office suite
• Solid understanding of Customer Satisfaction metrics (NPS)
• Strong understanding of Continuous Improvement practices, leveraging systems and processes to improve customer experience and internal efficiencies
• Desired: Knowledge of Dangerous Goods regulatory environment, familiarity with Switch boarding/Task Management, ERP/CRM/Order Management Systems, E-comm/E-pro Experience
• Desirable: 5 Years minimum customer service experience, problem resolution and triage, CRM Experience, E-comm/E-pro Experience

Benefits

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre-tax Transit Program
• PTO Bank
• Paid Holidays
• Paid Diversity Days
• Volunteer Time Off
• Referral Bonus Program
• Competitive wage ($20-$24 hourly)
• Hybrid work schedule