Department: Customer Success
Reports to: Head of Customer Success
Summary
The Customer Success Support position is responsible for managing customer relationships, supporting sales with quotes and orders, and ensuring accuracy and compliance throughout the process. You will coordinate installation projects to ensure timely delivery and collaborate with multiple departments to ensure seamless operations. In addition, you will maintain organized customer account documentation, respond to inquiries via telephone and e-mail, and resolve both routine and more complex customer issues. You will communicate solutions, provide requested information, and analyze customer service needs, referring them to other service or technical departments for further follow-up when necessary.
This position is eligible for commission in addition to base salary.
Primary Responsibilities
- Build relationships in existing and prospective accounts to strengthen the partnership between HDCUS and the customer.
- Work closely with Sales, as well as Purchasing, Production, Shipping and Accounting to ensure customer’s expectations are being met and/or exceeded.
- Support Sales with the creation and processing of all customer quotes and orders.
- Verify that quotes and orders are done accurately and in compliance with corporate standards.
- Organize electronic file structure on all customer accounts to defined management standards.
- Assist in the definition and implementation of process maps when needed.
- Manage installation project documentation, including creating and distributing Statements of Work (SOWs) to Production and Shipping.
- Coordinate projects with installation, as needed, to insure on time delivery.
- Handle incoming and outgoing customer calls and written correspondence professionally and in a timely manner, ensuring follow-up on all customer issues.
- Proactively sell goods and services during inbound calls.
- Manage customer service requests, including order entry, pricing, expediting, billing, order maintenance, credit issues, and claims.
- Assist with Requests for Information (RFI) and Requests for Proposals (RFP).
- Research and resolve customer problems, acting as a liaison between customers and other departments when necessary.
- Other duties as assigned.
Knowledge and Skill Requirements
- 3 years of customer service experience, with a strong preference for experience in the data center industry, large construction projects, and/or a technical background.
- High school diploma or equivalent (GED).
- Proficient with all Microsoft Office products with a focus on Excel and Outlook 365, as well as HubSpot and SAP Business One
- Ability to communicate effectively both orally and in writing at all levels of external and internal customer organizations.
- Strong problem-solving and critical thinking skills, with the ability to manage multiple tasks and meet tight deadlines.
- Demonstrate a positive attitude while working in a team environment.
- Ability to work in a fast-paced environment where attention to detail and organizational skills are critical.
Working Conditions
Working conditions are a remote office environment. Work may require occasional travel, weekend and/or evening work.
DISCLAIMER
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Vision
To be the global leader in critical infrastructure solutions for data centers.
Mission
To serve as the Trusted advisor in critical infrastructure solutions, leveraging our technical expertise, services, and products to consistently exceed our client expectations.
Purpose
To establish a sustainable brand that enriches the lives of our coworkers, clients, and the community.
Please send your application to us via email. Your application must include; First name, Last name, Email address, Phone number and resume. By submitting your application, you consent to allow Hexatronic Group to store and process the personal information submitted to process your application.
We look forward to your application!
