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Customer Success Specialist

Company: Thermal Shipping Solutions
Location: Novato
Posted on: November 16, 2021

Job Description:

Thermal Shipping Solutions is a cold chain packaging company focused on high performing sustainable alternatives to Styrofoam and other outdated shipping solutions. We are looking for a competent Customer Success Specialist to facilitate incoming business inquiries, manage customer relationships, and assist with operational procedures. You'll be directly responsible for the preservation and expansion of our customer base, and a smooth flowing operational system when it comes to data management. The ideal candidate will have talent in customer facing roles and experience in operations/manufacturing . We expect you to be a reliable professional able to achieve balance between customer orientation and a results-driven approach. The goal is to provide existing and prospective customers with the information they need relating to products, orders, and any other questions they may have while building long-term profitable relationships based on trust and mutual satisfaction.Responsibilities

  • Answers incoming customer calls regarding order inquiries, billing issues, product problems, service questions and general client questions
  • Assist in qualifying and upselling prospective and existing clients by gaining a detailed breakdown of customers needs
    • Present products to prospective clients
    • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
    • Update customer information in the customer service database during and after each call
    • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
    • Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
    • Manage the entire sales cycle from finding a client to securing a deal
    • Provide professional after-sales support to enhance the customers' dedication
    • Remain in frequent contact with the clients to thoroughly understand their needs
    • Respond to complaints and resolve issues aiming to customer contentment and the preservation of the company's reputation
    • Maintain a deep understanding of both the manufacturing/operational components of the business and thermal science/product knowledge
    • Keep detailed records of communications, sales and general customer/order dataSkills
      • Proven experience as a customer service representative, or in other sales/customer service roles
      • Maintain a general understanding of thermodynamics and thermal properties
      • Understanding of the freight/transportation industry and relevant jargon
      • Knowledge of market research, sales and negotiating principles
      • Outstanding knowledge of MS Office; knowledge of CRM software (eg. Salesforce) and ERP software (eg. NetSuite) is a plus
      • Excellent communication/presentation skills and ability to build relationships
      • Organizational and time-management skills
      • A business acumen
      • Enthusiastic and passionate
      • BSc or BA in business administration, sales or marketing is a plusJob Type: Full-timePay: $60,000.00 - $65,000.00 per yearBenefits:
        • Dental insurance
        • Health insurance
        • Paid time off
        • Vision insuranceSchedule:
          • Monday to Friday
          • Weekend availabilitySupplemental Pay:
            • Bonus payEducation:
              • High school or equivalent (Preferred)Experience:
                • Customer Service: 4 years (Preferred)
                • CRM software: 3 years (Preferred)
                • Microsoft Office: 3 years (Preferred)Work Location: One location

Keywords: Thermal Shipping Solutions, Novato , Customer Success Specialist, Other , Novato, California

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