Customer Success Team Member

4 months ago

Barrie, Canada Rock Solid Supply Full time

**ROLE: Customer Success Team Member**

Rock Solid Supply is looking for a dynamic individual with a passion for fostering success and growth within a team. We are currently seeking a dedicated **Customer Success Team Member** who thrives on the opportunity to receive mentorship, develop leadership skills, and contribute to a collaborative work environment. We believe that the right fit for this role is someone who loves to learn, seeks innovative and creative solutions, tackles challenges head-on, and takes joy in offering support to their team.

**WHO WE ARE**:
Rock Solid Supply Inc. (“RSS”) is a manufacturer and distributor of bathroom vanities and accessories to retailers across Canada. RSS is committed to being a lean manufacturer and focused on continuous improvement. We strive to build a unique culture by living our Core Values and providing all employees the opportunity to be the best version of themselves. A happy workplace is one that is inclusive, diverse, and respectful of the individual.

**OUR VALUES**:

- Unleash your Unique Ability
- Commitment to Excellence
- Servant Leadership
- Deliver Happiness

**WHAT WE OFFER**:

- Full-time salary
- Monday-Friday work schedule (8:00am-5:00pm)
- Employee Benefits (Dental, Vision, Extended Health, LTD, EAP)
- Inclusive and forward-thinking company culture
- Opportunities for learning and growth
- Unique Ability development

**RESPONSIBILITIES OF THE ROLE**:
This position is designed to support, complement, and enhance the work of our Sales Reps. Be a strong voice for our Dealer base and Customers to enhance the overall experience.

Responsibilities include:

- Build strong relationships with customers and drive long-term business growth through customer loyalty and advocacy.
- Monitor customer satisfaction, analyze customer data, identify areas of improvement, and work with Sales Reps to develop strategies that will improve customer experience and increase customer retention.
- Collaborate with other departments within the company, such as Marketing, Product Development, Production, and Quality, to ensure that the customer's voice is heard and that the company is delivering products and services that meet their needs.
- Collaborate with Sales Reps to identify opportunities for upselling and cross-selling to existing customers, while also coordinating on recurring issues or successes.
- Manage order entry, including sample/marketing orders and backup for Order Management.
- Coordinate marketing/sample orders with Order Management, Marketing, and Dealers, and handle special order and logistic requests.
- Educate dealers on policies, processes, platforms, and the internal product configurator.
- Monitor multiple platforms for incoming requests and inquiries from dealers and end customers.
- Handle new dealer acquisitions, ensuring account information is up to date and coordinating with dealer needs.
- Proactively engage with dealers through calls to address needs, resolve issues, and discuss trends.
- Ensure all-day phone coverage with team members.
- Assist dealers with service issues, coordinate service orders/issues with Quality/Customer Service teams and follow up on resolutions.

**WHAT YOU WILL NEED TO BE SUCCESSFUL**:

- Post-secondary education in a relevant field.
- Experience in a customer success or account management role.
- Strong communication skills, both verbal and written.
- Empathetic and customer-focused mindset.
- Excellent problem-solving skills, with the ability to quickly identify and resolve customer issues.
- Strong technical knowledge and the ability to learn and understand complex products.
- Project management skills, with the ability to manage multiple customers and their needs simultaneously.
- Analytical skills, with the ability to analyze data and use it to inform decisions and strategies.
- Sales skills, with the ability to identify opportunities for upselling and cross-selling to existing customers.
- Ability to deal with medium-high stress situations dealing with customer concerns.
- Experience using an ERP system, Syspro, is considered an asset.
- Ability to Lead Without Authority: Leveraging interpersonal skills, communication, influence, and collaboration to motivate and guide team members.
- As part of our commitment to ensuring our employment practices are fair, accessible and inclusive of persons with disabilities, please note that accommodations are available, upon request, throughout the recruitment, selection and assessment process for any applicants with disabilities._

**If you are interested in applying, please submit a current version of your resume.**

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Application question(s):

- What motivates you to excel in your role?

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