Customer Success Specialist

About the role

Our US Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers. This role will be blended-working; you’ll work 3 days a week in the Philadelphia office and 2 days a week from home. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Philadelphia, Pennsylvania.

Responsibilities

• Be the primary Customer Service contact for assigned strategic accounts, building and maintaining strong, long-lasting customer relationships through effective communication and engagement.
• Serve as the trusted advisor and advocate for customers, understanding their business objectives and challenges.
• Manage and monitor assigned customer accounts, proactively addressing any concerns or risks, conducting regular check-ins and account reviews with Commercial colleagues.
• Take ownership of customer queries through to resolution in line with policies/procedures, KPI’s, and Customer First training best practice.
• Striving to increase customer satisfaction/first-time resolution, and reduce the need for customers to contact.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims within SLA, meeting QA standards.
• Escalate issues to Team Leaders and Managers where appropriate.
• Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Manage day-to-day business processes, liaising with other departments where appropriate.
• Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams.
• Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed.
• Work effectively with the team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.
• Providing support to team members, assisting with training as appropriate.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs.
• Using SAP/Salesforce to manage customer contacts and workflow in line with the SOP.
• Working to agreed KPIs and targets, including quality assurance.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and work to