Customer Success Representative

Are you ready to mold yourself into something great? If you enjoy a challenge, and want to be part of an energetic, forward-thinking team, then Redline is the place for you! We’re not your typical workplace — we promise you’ll never be bored, and your ideas will always matter.

Why You’ll Love Working Here:

• Amazing Teammates: Our employees are the best, and we think you’ll love working with them!
• Work = Fun: We make sure every day is full of energy and excitement.
• Flexible & Understanding:  Life happens, and we get that—so we’re flexible to help you balance it all.
• Bonuses? Yes Please!: Crush your goals like a ninja and get rewarded!
• Awesome Benefits:
  • Vacation your 1st year – You can buy extra vacation days!!!  / Onsite Nurse / Medical Insurance (with HSA) / Dental / Vision / Life Insurance / Company paid Short & Long Term Disability / 401k / Paid Holidays / Critical Illness / Accident Insurance / EAP / Gym Membership Reimbursement

The Customer Success Representative performs duties with a positive attitude, learning quickly, and paying close attention to details. This person recognizes problems and acts based on natural intuition. In addition to receiving orders and taking a low volume of calls, this person also reaches out to corporate B2B customers to work through issues and manage their expectations as it relates to their orders, quality issues and delivery dates. This person adopts and leads continuous change, including responsibilities that may be outside of the job description. This person possesses the natural desire for continued learning and process improvement.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Plan and implement accurate and timely changes to order entry and sales processes to streamline in relation to efficiency and effectiveness for customers.
• Independently manage customer service tasks including calls and emails to insure tasks are completed and inbound calls are answered.
• Proficient in Face-To-Face and Verbal Communication Internally and with Customers.
• Acts as the customer advocate working internally to meet all customer needs.
• Enter orders into Syteline ERP system validating all critical information.
• Manage Customer Portals providing Order Acknowledgments, setting up shipment pickups and entering Advance Shipment notices.
• Process EDI orders.
• Accurately process warranty claims and returns including coordinating freight quotes.
• Assess, record, and report possible trends in warrantable issues.
• Creatively troubleshoot day to day issues.
• Make appropriate decisions keeping the customer’s and company’s best interests in mind.
• Prioritize time sensitive tasks.
• Promptly respond to phone and email order status inquiries.
• Accurately answer calls from consumers regarding basic product questions.
• Accurately Audit Staged Customer Shipments to ensure accuracy of shipments.
• Support other departments as needed.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.  The list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

COMPETENCIES:

• Ability to perform critical thinking and complex problem solving
• Ability to work independently, be a self-starter and meet deadlines
• High attention to detail
• Ability to work through difficult and complex situations without becoming frustrated
• Shows moral courage, integrity, openness and honesty in all dealings
• Highly skilled managing internal and external communications (written and verbal)
• Excellent skills in Microsoft Office
• Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
• Very strong interpersonal skills and the ability to build relationships both internally and externally
• Demonstrated proactive approaches to problem-solving with strong decision-making capability
• Highly resourceful team-player, with the ability to also be extremely effective independently
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the high level of customer service and response
• Demonstrated ability to achieve high performance goals and meet deadlines in fast paced, high-pressure environment.
• Proven track record of proactive communication skills to include following instructions and ability to follow those instructions with minimal to no follow-up
• Ability to think outside of the box and apply standard common sense by means of any “reasonable” individual.
• Forward thinker who actively sees opportunities to propose solutions
• Ability to give day to day work guidance and instruction to team members

PREFERRED and REQUIRED QUALIFICATIONS:

Education: Advanced education is preferred but not required.

Experience and/or Training: 3 to 5 years of prior customer service experience.

Licenses/Certificates: No requirements

Technology/Equipment: Demonstrated knowledge in the use of current technology, Microsoft Office products, and other manufacturing software.

Position is On-Site Only

PHYSICAL and MENTAL DEMANDS:

• This position spends most of the time sitting and will occasionally be called to work in the manufacturing plant environment
• It is necessary for this position to occasionally climb stairs
• 15 lbs. occasional lifting
• Manual dexterity is required to perform normal day to day functions
• Must demonstrate patience to successfully work through frustrating challenges and always present oneself in a calm professional manner
• Ability to wear appropriate personal protective equipment when necessary

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

The main working environment for this position is the standard climate-controlled office environment.

Occasionally, this position will be exposed to the plant environment. The plant environment is climate controlled as well and may include on occasion, exposure to heat, cold, noise and odors. Personal protective equipment is required in appropriate areas.

The work environment characteristics described here are representative of those an individual would encounter while performing the essential functions of this position.