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Customer Care Specialist

2 weeks ago

Markham, Canada Orthotic Holdings Inc Full time

**Job Title**: Customer Success Specialist

**Reports to**: Director of Customer Care

**Job Summary**:The primary role of the “Customer Success Specialist” is to improve communications between customer facing groups and the operational OE, manufacturing, and shipping groups. As well as help to analyze improvement opportunities and prevent issues from recuring.

**Duties and Responsibilities***:

- Gathering important info from customer care, sales, and Ops to produce periodic performance updates that guide all groups on communication with customers
- Reviewing all communication channels for problem orders and issues and facilitating responses
- Handling escalations from sales and from customers to ensure that each issue is moved to resolution quickly and all relevant parties are made aware of the progress.
- Weekly assessment of complaints logged in SF and CRM
- Participate in Ops conversations about complaints and quality concerns
- Drive interdepartmental projects to close procedural gaps and improve customer outcomes.
- Open order levels as a percentage of volume for defined periods
- Communication effectiveness measured by the time to close Cases
- Improved customer experience initially measured by the reduction of specific issues and call types. Also measured by the reduction of complaints related to projects lead by the role.
- Accountable to NPS improvement and CSAT scores
- Other duties assigned

**Requirements and Qualifications**:
**Qualifications**:

- 1-2 years managing projects cross departmentally
- 2+ years in customer service, account management or customer success
- 1+ years assessing and reporting performance
- Expert in Office suite including word, excel and power point
- College degree or equivalent work experience
- Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this position at any time._
- OHI is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information._