Full Time

Customer Success Specialist

As a Customer Success Specialist, you will serve as the point of contact to oversee new and existing customer accounts. You will guide customers through the entire process of onboarding, support, and completion of shipments. You will be required to work cross-functionally with Research and Development, Planning, and other internal teams to resolve customer issues with a sense of urgency.

Location

Miami, FL

Salary

Salary dependent on current experience. Annual performance-based bonus.

Essential Duties and Responsibilities

  • Responsible for developing and maintaining our strong customer relationships
  • Deliver consistent updates with customers for clarity of purchase orders, production timelines, and proper reporting of issues and solutions
  • Communicate expectations (both internal and external) in tandem to produce successful customer outcomes to meet time-sensitive production dates
  • Coordinate and conduct customer check-in calls, updating customers’ goals and strategies via video conference calls/li>
  • Ability to perform thorough and insightful data analyses based on customer KPIs
  • Contribute to the development and improvement of department processes and workflow as needed
  • Collect and distribute customer feedback to meet customer requirements as needed to management assist with key decision making

Knowledge and Skills

  • Excellent communication skills and ability to work across teams to prioritize tasks
  • Strong analytical and critical thinking skills are essential in providing timely problem-solving solutions
  • Must be well-organized and utilize protocols in place to achieve desired customer SLA (service level agreement)
  • Tech Savvy, able to complete tasks using programs such as Microsoft Office Suite, Outlook, QuickBooks, Google Documents, Slack, Zoom, and Microsoft Teams.
  • Flexible to assist with additional tasks as needed

Ideal Candidate Qualifications

  • Positive attitude, personable, and comfortable working in a fast-paced, collaborative environment
  • Quick learner and not afraid to ask questions
  • Passion for taking complete ownership of customer accounts, issues, success, etc.
  • Excellent written and verbal communication skills
  • Analytical and critical thinking with attention to detail
  • Problem-solving and organizational skills are necessary
  • Must be well-organized and utilize protocols in place to achieve desired customer SLA (service level agreement)

Education and Experience

  • Minimum 2-3 years of experience in a wholesale account management/B2B customer service/project management environment
  • Bachelor’s degree in Business Administration, or related fields.
  • Experience in lieu of education for an exceptional candidate.

Work Environment/Physical Demands

  • A mix of Office and Facility (Plant) Environment at single manufacturing facility.
  • Required to sit and type on a keyboard throughout the day.
  • Walking required during the day to Supervise employees.
  • Speak and write clearly and effectively in English to communicate with internal and external business partners.
  • Demonstrate the manual dexterity required for occasional reaching and lifting of small objects, and operating appropriate equipment in the department, including the use of a computer.
  • Must be able to sit for extended periods of time.
  • Must be able to perform work in a manufacturing environment, with usually moderate noise levels and exposure to fragrances and chemicals used in the manufacture of personal care/cosmetic products.

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