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Customer Success Specialist
4 months ago
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,
In this role you will be responsible for:
- Responding promptly to customer inquiries and resolving challenges by leveraging product knowledge for optimal support.
- Acting as the main contact for designated channel partners, handling queries related to orders, applications, quotes, and pricing.
- Collaborating internally and externally to ensure accuracy, timely product delivery and policy compliance.
- Efficiently directing inquiries to appropriate channels, ensuring swift resolution. Offer tailored application solutions by analyzing technical specifications.
- Analyzing and interpret technical specifications to provide accurate and tailored application solutions for customers.
- Coordinating customer engagement activities, including trade shows, training and Ideal Academy.
- Utilizing HubSpot and CRM tools to assign leads effectively using predefined criteria and lead scoring.
- Working with sales and marketing to align pricing with market trends.
- Document and communicate customer feedback to enhance service quality.
- Provide backup support for the Customer Experience Team when needed.
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.
Note: This job description is not exhaustive and may be subject to revisions or amendments as required by the needs of the Ideal Warehouse Innovations, Inc.
