Customer Success Specialist

Ideal Warehouse Innovations is a worldwide leader in the design and manufacturing of loading dock, warehouse and industrial workplace safety and asset protection solutions. As a Customer Success Specialist, you play a pivotal role in ensuring we create and deliver world-class customer experiences, supporting our Channel Development team, and leveraging expertise with products and sales technology for enhanced our sales force effectiveness.

Reporting directly to the Director of Customer Experience, your role will include the following responsibilities:
**Applications Support**

**Quotations**
- Generate accurate and compelling quotations based on customer needs and product specifications.
- Collaborate with the sales team to ensure pricing strategies align with market demands and company goals.
- Maintain a comprehensive database of quotations for reference and analysis.

**Special Bid and Proposal Pricing**
- Evaluate and process special pricing requests from customers, distributors, and channel partners.
- Collaborate with the finance team to ensure compliance with pricing policies and profitability targets.
- Monitor and report on the effectiveness of special pricing initiatives.

**Customer Collaboration**
- Build strong relationships with channel partners to understand their evolving needs and provide proactive support.

**Level-One Qualification, Initial Customer Support and Leads Assignment**
- Acknowledging end user inquiries, swiftly validating and qualifying opportunities, utilizing a keen understanding of our products and services.
- Determining the most effective method or colleague to engage for a successful outcome. Your quick response and ability to efficiently route inquiries to the appropriate channels will be instrumental in ensuring our customers receive timely and effective support.
- Utilize HubSpot and CRM tools to efficiently assign leads to Channel Development Managers or directly to appropriate Channel Partners based on predefined criteria and lead scoring.

**Cross-Functional Collaboration**
- Work closely with the sales and marketing team to align pricing strategies with market trends and competitive analysis.
- Planning, coordination, and on-site support of customer engagement including trade shows and customer-specific meetings, such as Ideal Academy training events.
- Collaborate with purchasing, logistics and operations teams to coordinate timely and cost-effective delivery of products to customers.
- Establish and maintain good relationships with carriers to optimize freight costs and delivery timelines.

**Customer Experience Team Backup**
- Serve as a backup for other members of the Customer Experience Team during absences, vacations, illnesses, or high-volume periods.
- Handle customer inquiries, order documentation, and issue resolution with a customer-centric approach.
- Collaborate with the order planning team to maintain a consistent and positive customer experience.
- Document and communicate customer feedback and recurring issues to improve overall service quality.

**Qualifications**:

- Bachelor's degree in business, marketing, communications, or a related field preferred.
- 2+ years of experience in a similar customer facing role required.
- Excellent communication skills, both written and verbal, with the ability to effectively engage with customers at all levels.
- Bilingual (English/French) considered an asset.
- Strong problem-solving abilities and a proactive, solution-oriented mindset.
- A customer-centric approach with a genuine passion for helping customers succeed.
- Familiarity with CRM software and other relevant tools.
- Ability to thrive in a fast-paced, collaborative environment and manage multiple priorities effectively.
- Experience in public speaking, training, or presenting to large groups considered an asset.
- Experience participating in and facilitating trade shows considered an asset.

Join our team and play a key role in driving customer satisfaction, loyalty, and growth If you're passionate about making a positive impact and helping customers achieve success, we want to hear from you.

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

Pay: From $55,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Tuition reimbursement

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Woodbridge, ON L4L 8Z7: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service: 2 years (required)

Work Location: In person