Customer Success Representative

Description

ABOUT US:

Quality Enclosures, Inc. manufactures the highest quality shower enclosures and tempered glass with unmatched customer service. Consisting of multiple tempering and manufacturing facilities throughout the eastern United States, Quality Enclosures is a family-owned and operated company devoted to our employees – YOU make us the best at what we do! The Quality Enclosure philosophy is “hire to retire” and we’re excited to have you join our growing family.

POSITION SUMMARY:

The Customer Success Representative (CSR) position requires individuals who are experienced in managing customer relationships. This role goes beyond basic customer service and requires talented individuals with experience in building customer relationships, trust, and loyalty. 

The CSR is responsible for interpreting customer-submitted drawings, entering configuration details into the order/quote entry system, and ensuring customer satisfaction from order entry through delivery. These responsibilities require intermediate computer skills and the ability to navigate several applications simultaneously. CSRs are required to efficiently manage large amounts of often sensitive or confidential information. CSRs are responsible for tracking, sorting, identifying, and interpreting data as well as providing the customer with suitable options and/or alternatives when items are out of stock or have long lead times. This requires gaining a thorough knowledge of the shower enclosure industry through previous work experience, on-the-job training, and the ability to learn and retain information.  

PRIMARY RESPONSIBILITIES:

• Translate customer data and accurately enter configurations into data entry system
• Ensure all orders are entered on the day received, prior to cutoff
• Work directly with customers to resolve any inconsistencies or questions related to orders
• Proofread orders prior to submitting, ensuring data entry accuracy to minimize errors
• Escalate orders that do not comply with our safety standard specifications to team lead
• Interpret and enter a high volume of customer orders efficiently and accurately
• Meet order and quote entry deadlines
• Ensure all quotes are returned to customers within four business hours of receipt
• Follow company guidelines and processes for data entry best practices
• Provide feedback to improve or update documented processes and procedures

CUSTOMER RELATIONS:

• Build solid customer relationships utilizing outstanding customer service skills
• Understand your customer
• Personalize your communication
• Exceed customer’s expectations
• Communicate consistently and confidently
• Create value for the customer
• Build trust and loyalty
• Professionally engage customers in both written and verbal communications to resolve issues related to customer orders, quotes, and deliveries
• Assist customers with all inquiries, including order status, general questions, pricing, quoting, etc.
• Escalate customer inquiries, as required, following proper protocol
• Maintain ownership and accountability for customer issues through resolution
• Attend all scheduled customer success training sessions
• Actively participate in all team and company meetings
• Share thoughts and ideas to improve customer relations and ensure the success and growth of our customers and the organization
• Identify and share opportunities to improve processes and systems within the Customer Success Team
• Document processes and best practices, and create SOPs and reports, as assigned
• Work within a team environment with a focus on ensuring the success of the team, not the individual

EDUCATION, EXPERIENCE, & SKILLS REQUIRED:

• High School Diploma or Equivalent
• Experience in customer account management
• Experience building customer relationships
• Strong customer service skills
• Professional and courteous attitude
• Excellent written and verbal communication skills
• Strong organizational skills
• Ability to prioritize workload and meet deadlines
• Ability to multitask and work independently
• Ability to use logical thought processes to resolve issues and find alternative solutions
• Ability to read and translate customer drawings related to shower enclosures
• Mathematical skills including addition, subtraction, multiplication, division, fractions, and decimals are required
• Proficiency with reading a tape measure
• Intermediate experience with Microsoft Word, Excel, and Outlook
• Technical background preferred, but not required

WORKING CONDITIONS:

This role is primarily indoors. Exposure to sharp and rapid equipment movement, sharp utensils & materials, harmful chemicals, and or solvents may occur if proper safety procedures are not followed. Use caution and stay clear of being exposed to the possibility of broken glass on the floor and in the air.

SAFETY:

The CSR works primarily indoors but may have exposure to warehouse and production areas. All employees should be aware when walking through warehouse areas there may be exposure to sharp and rapidly moving equipment, sharp tools, and materials. Caution must be used when walking through the warehouse and loading docks to stay clear of production workers. Proper PPE is required in the warehouse and production areas.

FAMILY PERKS:

• Generous tier pay structure. We want you to learn, grow, and earn.
• Paid holidays and time off. We want you to enjoy time with your first family.
• Excellent benefit package and retirement plan. We want you to take care of yourself and plan for the future.

This job description includes but is not limited to, the duties and responsibilities noted above. The essential functions of this job description are not exhaustive and may be supplemented.

Quality Enclosures is an EOE / Drug-Free Workplace