Customer Care Specialist - Markham, Canada - Orthotic Holdings Inc

Orthotic Holdings Inc

Verified Company

Markham, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Job Title:
Customer Success Specialist

Reports to:
Director of Customer Care

Job Summary:

The primary role of the "Customer Success Specialist" is to improve communications between customer facing groups and the operational OE, manufacturing, and shipping groups.

As well as help to analyze improvement opportunities and prevent issues from recuring.

Duties and Responsibilities:

Gathering important info from customer care, sales, and Ops to produce periodic performance updates that guide all groups on communication with customers
Reviewing all communication channels for problem orders and issues and facilitating responses
Handling escalations from sales and from customers to ensure that each issue is moved to resolution quickly and all relevant parties are made aware of the progress.
Weekly assessment of complaints logged in SF and CRM
Participate in Ops conversations about complaints and quality concerns
Drive interdepartmental projects to close procedural gaps and improve customer outcomes.
Open order levels as a percentage of volume for defined periods
Communication effectiveness measured by the time to close Cases
Improved customer experience initially measured by the reduction of specific issues and call types. Also measured by the reduction of complaints related to projects lead by the role.
Accountable to NPS improvement and CSAT scores
Other duties assigned

Requirements and Qualifications:

Qualifications:

12 years managing projects cross departmentally
2+ years in customer service, account management or customer success
1+ years assessing and reporting performance
Expert in Office suite including word, excel and power point
College degree or equivalent work experience
Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this position at any time._
OHI is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information._