B2b Customer Support Specialist

1 week ago

Canada VSSL Full time

Who We Are:

At VSSL, our mission is to empower each other to experience the wilderness. We believe the further we go, the more we will discover. We are here to redefine coffee experiences on the road and in the outdoors by setting new standards of quality and innovation with VSSL as the premier leader in outdoor coffee gear.

The Opportunity:

The B2B Support Specialist is a brand ambassador, responsible for driving success with our most critical client relationships. This position is the primary contact for order book management, day to day support, and exceeding service level expectations. This person will collaborate closely with Sales Management to support the execution of b2b digital marketing and closing warm leads. You are the front line of our wholesale business, overdriving on service and stoking our partners by bringing the VSSL Culture to life to all our customers.

Key Responsibilities:

  • Demonstrate a customer’s first mindset ensuring that each inquiry is met with a proactive approach that addresses the subject swiftly and effectively while meeting a 24-hour first response SLA.
  • Manage customer inquiries through Zendesk via phone and email with a focus on thoughtfulness, proactiveness, and efficiency.
  • Process and manage sales orders, ensuring that orders are processed same day
  • Input and manage special market orders (Customization, Seeding, Amazon FBA)
  • Responsible for preparing weekly B2B focused marketing emails through Faire and Klayvio
  • Assist with closing warm leads in collaboration with Sales Management through CRM sequence follow through, and individual account support
  • Responsible for sending ATS weekly to our B2B Partners
  • Assist in the maintenance of internal Sales Platforms (B2B Platform, B2B Asset Hub) and external partner platforms (dropship platforms)
  • Own the FAIRE platform updating seasonally and ensuring alignment with brand standards
  • Partner in the development of processes and workflows to ensure clarity and efficiency for Sales Ops stakeholders
  • Provide consistent feedback loops to stakeholders on projects and developments
  • Contribute to reporting for the field sales team along with Sales Management
  • Lead and participate in special projects as needed
  • Represent VSSL at trade and consumer events as required

Who You Are:

  • Positive and professional with a focus on solving problems and doing whatever it takes to make a difference to every customer, every time.
  • Understands your roles effect on business targets and leverage it to grow b2b relationships.
  • Highly collaborative, low ego approach in working with colleagues, leveraging a high degree of emotional intelligence (self-awareness, self-management, and relationship management) to achieve positive results.
  • An excellent communicator that is able to explain things in a way that is clear, concise and easy to understand.
  • Empathetic;
    you spend the time to understand your customer’s challenges and objectives so you can provide real solutions that benefit both the company and the customer
  • Strong organizational skills and an extreme attention to detail is a must.
  • Coffee enthusiast;
    you appreciate and enjoy every aspect of Coffee

Qualifications:

  • Bachelor’s degree or equivalent combination of experience and education
  • 4+ years customer service experience. B2B focused experience preferred
  • Basic mathematics and financial knowledge
  • Strong computer skills with experience working in an ERP, Zendesk, Asana and various software packages.
  • Intermediate MS Office Suite skills able to build pivot tables and run lookups in Excel.
  • Excellent written and verbal communication skills
  • Excellent organizational skills and attention to detail
  • Ability to learn quickly;
    creatively solve new problems

Salary:
$50,000 + Benefits

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