Client Success Specialist

4 weeks ago

Vaughan, Ontario, Canada ATLAS MACHINERY SUPPLY LTD Full time

About Us: At Atlas Machinery Supply Ltd, we are dedicated to providing an exceptional customer journey, ensuring that every client receives top-notch service. Our focus is on building strong customer relationships by understanding their needs and matching them with the right solutions.

Position Overview: The Customer Experience & Success Associate (CX&SA) plays a crucial role in assisting customers with their online orders and addressing general inquiries. This position combines support and sales expertise, demonstrating a steadfast commitment to resolving customer issues and delivering the Atlas Experience. The CX&SA reports directly to the Customer Experience & Success Manager.

Key Responsibilities:

  • Proactively contact customers regarding stock availability, shipping updates, and promotional offers.
  • Respond to customer inquiries via email and phone, handling issues related to returns, shipments, warranties, and product inquiries.
  • Manage warranty claims and create return merchandise authorizations (RMAs) for returned items.
  • Reconcile transactions and manage a high volume of customer communications, ensuring timely responses.
  • Escalate unresolved issues to management as necessary.
  • Maintain accurate records of customer interactions and update case management systems.
  • Collaborate with internal teams to resolve product listing and pricing discrepancies.
  • Process refunds and price adjustments as required.
  • Continuously seek ways to enhance customer support processes and improve overall service delivery.

Qualifications:

  • Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
  • Detail-oriented with excellent organizational skills.
  • Ability to thrive in a fast-paced environment and adapt to changing priorities.
  • Proven problem-solving abilities and a positive attitude in challenging situations.
  • Experience in customer service and call center environments is preferred.

At Atlas Machinery Supply Ltd, we value diversity and are committed to creating an inclusive environment for all employees. We are an equal opportunity employer and welcome applications from individuals of all backgrounds.

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