Customer Success Specialist

Job Title: Customer Success Specialist

Department: Customer Service

Reports To: Vice President, Sales & Marketing 

Supervises: N/A

FLSA Status: Hourly

Date Reviewed: January 2025

Compensation Range: $22.60 - $31.65 USD Hourly

Summary/Objectives: The Customer Success Specialist will be the first point of contact for customers who have standard questions about products, pricing, services, shipments, returns and complaints. The main responsibilities for this position are all of the below as well as offer routine support to Regional Sales Managers and Sr. Customer Success Specialists.

Essential Duties and Responsibilities include the following (other duties may be assigned):

• Customer advocate: Liaison with customers to represent Pelco Solutions companies in a positive and professional manner. Assist engineering throughout new product development efforts, especially when introducing new products to customers. Provide support to high-level conversations directly with the customer.
• Consistent, reliable attendance and punctuality at assigned work location
• Provide adept team support: Back-up for any step in the sales order process and assist with processing orders, when needed. Work with Regional Sales Managers (RSM) on any special projects; participate in online and in-person meetings alongside RSM.
• Provide customer with organizational context: participate in production updates and contact customers with any product issues or part shortages relating to their order. Provide timely answers to customers such as shipment status, general updates, and order changes.
• Develop trusted relationships: Provide customers with timely and professional communications that use the best medium of communication to reach the customer on their terms.
• Resource to customers across the organization: Help educate customers on terminology and our processes in order to improve related sales and customer satisfaction. Handle and resolve customer complaints by influencing the organization’s available resources.
• Take responsibility for Customer Service improvement initiatives. Constantly discuss improvement with customers to find what they want/need and create solutions to ensure a smooth service experience.

Reasonable accommodations may be made to enable qualified individuals with disabilities or limitations related to, affected by, or arising out of pregnancy, childbirth or related medical conditions to perform the essential functions, unless the accommodation will cause an undue hardship.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work individually or as part of a team
  • Must be a good communicator (written and verbal) and able to speak, read, write and understand the English language.
  • Time Management Skills; must be flexible
    • Strong computer skills including proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) and ability to learn new operating systems and procedures. 
    • Ability to effectively present information and respond to questions from supervisors and co-workers.
    • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Education and/or Experience:

Required 

• High School Diploma or equivalent

• 2+ years of customer service experience OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved 

Preferred:

• Previous experience in manufacturing / production

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals in accordance with applicable state and federal law.)

While performing the duties of this job, the associate is regularly required to sit; stand; move around, including climbing stairs. The associate may occasionally be required to stoop, kneel or crouch. Repetitive use of hands/motion and have manual dexterity, finger dexterity, and multi-limb coordination. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

Work Environment: This position operates in a professional office environment. This role uses standard office equipment. Position is located in a climate-controlled office environment. However, while performing the duties of this job, the employee may be required to visit plant area and may be exposed to airborne contaminants, moving mechanical parts and vibration. The plant environment is not climate-controlled. The noise level may exceed permissible exposure limit and hearing protection may be required.
 
 Position Type/Expected Hours of Work:
Full-Time; work hours/schedule to be determined by supervisor; 9/80 Work Schedule (every other Friday off) or Monday – Friday. Overtime may be required based on business needs.

Travel: Little to no travel is expected for this position.

500.00 Sign on bonus to employees new to Pelco Solutions.