Customer Success Administrator

2 months ago

Oakville, Canada NVT Phybridge Full time

**TITLE**: Customer Success Administrator

**REPORTS TO**: SVP - Operations and Digital Transformation

**POSITION OVERVIEW**:
The Customer Success Administrator role at NVT Phybridge is an on-site, entry-level position reporting directly to the Senior Vice President of Operations and Digital Transformation. This role primarily focuses on supporting various departments with general administrative tasks, ensuring operational efficiency. Additionally, the role includes maintaining a professional and welcoming office environment as a secondary responsibility.

Key responsibilities include:

- Supporting various departments with general administrative tasks, showcasing flexibility and adaptability as the primary focus.
- Managing the office environment, particularly as we transition to a hybrid model, as a secondary responsibility.
- Providing exceptional customer service with a professional and pleasant demeanor.

This position is ideal for individuals seeking to collaborate, learn, and grow within the organization while contributing to a dynamic office environment.

**PRINCIPAL DUTIES & RESPONSIBILITIES**:

- **General Administrative Duties**:

- Answering general inquiry calls and transferring to the appropriate department/person;
- Providing pricing and availability of product details to customer via call;
- Managing Salesforce-related tasks: project registrations, entering leads, BAM (Book a Meeting), Partner Portal approvals, entering RMA (returned merchant authorization), and various other ERP/CRM related tasks;
- Manage the company’s software licensing platform based on instructions from support and sales leadership;
- Creating and/or formatting spreadsheets and PowerPoint documents for various department heads as required;
- Providing general admin assistance to all department heads as requested;
- **Project and Event Coordination**:

- Managing the execution of the Proof of Concept (POC) process: maintaining a reliable account of POC units, shipping units to customers, and preparing return shipping paperwork for units to be returned;
- Coordinating tradeshow management: working with RSMs/RSLs to register, plan for, and attend tradeshows and roadshow events, including logistics such as accommodation, flights, shipping gear to and from the show site, and booking show site booth needs;
- Making thank you calls to customers who have purchased our products and promoting our loyalty program.
- **Office Management**:

- Greeting visitors, managing boardrooms, and liaising with office services and property management;
- Ensuring kitchen cleanliness and functionality, including replenishing supplies;
- Managing courier services and office supplies;
- Monitoring staff movements and communicating office closures.

**WORKING ENVIRONMENT**:

- Onsite role at our head office located in Oakville, ON;
- Working hours are 8:30 AM to 4:30 PM

**REQUIRED SKILLS & QUALIFICATIONS**:

- Strong written and verbal communication skills, both concise and articulate;
- Pleasant and engaging phone manner;
- Solid organizational and time management skills, demonstrated ability to follow multi-step workflows;
- Able to work with mínimal supervision; open to learning new tasks;
- Demonstrated high proficiency in MS Office is mandatory;
- Minimum 1 year experience in a similar role;
- Proven basic experience with CRM (e.g., Salesforce) and ERP (e.g., Sage, Acumatica) systems is mandatory;
- 3PL, EDI. Shipping software (eg. UPS Worldship, FedEx) experience is beneficial but not mandatory.

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