Customer Success Associate

2 weeks ago

Oakville, Canada Infinitree Full time

**Company Overview**:
Infinitree is a small, highly focused, passionate team headquartered in Oakville, Ontario. We manufacture world class components for the biggest brands in the spa (hot tub) industry. We also manufacture innovative spa furniture/accessories that allow consumers to create their dream outdoor living space.

**Job Summary**:
**Responsibilities**:

- Serve as a key support pillar/contact point for our customers.
- Build strong relationships with individuals at all levels of the customer organization and ensure that customers have a positive, value-added experience each time.
- Communicate effectively with customers, asking the right questions to understand their needs, and liaise with internal teams to ensure execution.
- Communicate effectively with our manufacturing team to ensure orders are produced in a timely fashion and will be delivered on time.
- Process all orders & changes to orders in our system own the accuracy of the system.
- Follow up with customers to provide answers and information at different stages of sales order completion.
- Resolve product or service problems by clarifying the customer's complaint: determine the cause of the problem, select, and explain the best solution to solve the problem, expedite the correction or adjustment, follow up to ensure resolution.
- Coordinate with our Asian office to ensure clear communication of orders, shipments, and logistics for our customers - communicating with all functional depts as needed.
- Communicate with the Internal Admin Team, Sales team, Production, and Shipping
- Work closely with Engineering and Production to ensure that new product developments in the pipeline are correctly translated into the system and into production.
- Work directly with spa dealers and our Rep Team to ensure smooth customer set-ups and flow of orders.

The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization. For the right person, this is an excellent opportunity with room to grow.

**Qualifications**:

- Customer success role experience: 1 year min (2-3 yrs. preferred)
- English (required)
- Mandarin or Spanish (beneficial)
- Clear experience and success working in a B2B customer setting.
- High level of competence managing complex projects and multi-customer tasks.
- Accuracy and efficiency in all tasks
- Knowledge of best practices in customer success and retention
- Excellent verbal and written communication abilities
- Professional demeanor with strong customer service and interpersonal skills
- Strong attention to detail and organizational skills
- Flexibility and willingness to adapt to a growing and changing environment.

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid Vacation Time

**Working at Infinitree**: You'll be joining a team that's hardworking, that thrives on cooperation and believes in shared success. As a fast-growing company, Infinitree offers a workplace that is both challenging and rewarding, where every team member’s contribution is both valued and pivotal to our success.

Pay: $50,000.00-$60,000.00 per year

Schedule:

- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (preferred)

Work Location: Hybrid remote in Oakville, ON L6H 1A7

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