Customer Success Specialist

About Omnify

For over 15 years Omnify Lighting, a division of Lumify Inc., has been delivering lighting innovation for retail merchandising, and point-of-purchase display companies. Our flagship product is LumiSheet, a globally renowned patented backlit panel, which remains a core product within our architectural grade collection.

Today Lumify is building upon its core business and expanding into new market segments, manufacturing custom LED backlighting products for various top brands, such as Estee Lauder, LVH, Sephora, Ulta Beauty, Guess, Chanel, Michael Kors, to name a few.We also support leading architectural firms and our integrated strategic partners across North America.

Our Head Office is in Markham, Ontario, with additional manufacturing facilities in Los Angeles, South Korea and China.

What you’ll do

As a Customer Success Specialist you will work directly with customers and prospects to ensure an effortless experience. You will demonstrate excellent customer service and professionalism while developing leads, solve customer concerns and seek opportunities to present additional products, promotions, and solutions to our current customers.
- Manage all customer inquiries to deliver a first-class experience providing solutions to meet their requirements using CRM data-entry
- Complete customer needs assessment and provide recommendations for the appropriate product and/or solution
- Extension of the sales team and efforts.
- Promotes products and bundles.
- Manages all customer inbound calls
- Prepare and submit nonstandard product requests as required
- Collaborate with the Customer Success team members to ensure all project/order needs are being considered, reviewed, and delivered in a timely manner
- Develop customer satisfaction trend reports
- Provide product knowledge education to customers
- Influence and motivate buyers and decision-makers through pre-sales and post-sales activities including product education, consultation, and follow-up to achieve expedient purchase decisions
- Coordinate receipt of all required documentation such as engineering specifications, electrical requirements and required drawings to ensure a complete understanding of the customer needs
- Demonstrate proficiency in using all appropriate software systems, tools, and processes
- Work closely with cross-functional team members to drive results

What it takes
- Demonstrated customer service experience
- High degree of flexibility in adapting to a rapidly changing entrepreneurial business environment
- Prospecting: understands and has the ability to identify potential customers
- Goal oriented mentality with a demonstrated track record to meet and surpass goals and objectives
- A love for the competitive fight to win business
- Possesses a good understanding of manufacturing processes
- Excellent listening skills and has the ability to listen and understand our clients needs while demonstrating a genuine concern and care for them while building a rapport
- Excellent trouble shooting and problem-solving skills
- Highly organized and detail-oriented with the ability to muti-task

It will be great if you have
- Additional training and certification in office systems is preferred.
- Previous electrical or lighting experience.
- Previous CRM and ERP experience along with strong MS Office Suite skills including Word, Excel, Powerpoint and Outlook (Zoho and or Epicor Experience beneficial)

**Subject to applicable laws and regulations, Omnify’s Global Vaccination Policy requires all employees to be fully vaccinated against COVID-19 in order to enter any Omnify’s offices**

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

**Salary**: From $55,000.00 per year

**Benefits**:

- Extended health care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Markham, ON L3R 2W4: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- customer service: 2 years (preferred)
- electrical or lighting: 1 year (preferred)