Customer Care Specialist - Edmonton, Canada - Complete Shipping Solutions

Complete Shipping Solutions
Complete Shipping Solutions
Verified Company
Edmonton, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

CORE VALUES
Customer Experience We're empathetic to our customers' needs and are committed to finding lasting solutions.

Accountability See it, own it, do it.

Team We work as a team and win as a team. We value and support each other to achieve our common goals.

Can-do Attitude We're confident and willing to accept new tasks or challenges with enthusiasm.

Partnership We develop collaborative relationships that create sustainable value.


Introduction:

This document serves as a guide to help employees succeed in their new role with Complete Shipping Solutions (CSS). It is not meant to replace or supersede the employment agreement or specific job description.

The basis for this onboarding document is identifying key systems, key support staff and connections and desired deliverables for each employee, which will include an overall plan and timeline.


Description:


A _Customer Success Specialist_bridges the gap between sales and customer care, enhances our service value, reduces churn, and keeps a high-level view of the support process.

After we onboard a customer, this role picks up where sales leave off. Customer Success helps onboard customers and become our customer's mentors. These specialists develop and maintain long-term business relationships by serving as internal advocates and client liaisons


Job Duties:

Þ Training and coaching new and existing clients on how to utilize the SMARTT Shipping platform

Þ Training and coaching new and existing clients on how to utilize the Camelot web portal

Þ Serve as a day-to-day contact for customers, building trust and rapport while identifying areas of opportunity

Þ Tracking customer satisfaction metrics and compiling reports for the Company and Marketing Team to determine which practices are most effective

Þ Create documents, SOPs, and templates to allow for a congruent onboarding process.

Þ Develop and document key points that are to be brought to the customer's attention upon onboarding.

Þ Assist Sales Team to develop language, and sales pitch ideas to be used


Þ Work with the Sales Manager, Sales Team, and Marketing Manager to build, improve and roll out the onboarding package.

Þ Track all communication with customers in our ERP software (Netsuite) to ensure all interactions can be noted for future reference by any CSS team member

Þ Update Sales Specialists upon a significant interaction with a client that requires the Sales Member's attention


Þ Develop client portfolios by listening to clients' needs, actively looking for avenues for the client to utilize more CSS services, and ultimately increasing the customer's freight spend or warehouse utilization.


Þ With regards to claims or billing issues; work with the claims and billing team to troubleshoot the customer concern, and ensure that the issue is resolved in a timely and professional manner.

Þ Work with the Director of Pricing and technology (Brendon) and Richard when clients require integration help.


Þ Learn and understand integration basics between Camelot, SMARTT and customer websites such as Shopify, Magento, Woocommerce, word press etc.

to be able to understand customer's questions

Þ Contact all customers when a SMARTT notification is prompted regarding their account. Eg. First shipment, $ amount exceeded, carrier exclusions.

Use these notifications as touchpoints to keep present in the client's mind, and show care when issues arise with carriers.


Þ Note important or unique client information to make a personable impression and to create a stronger relationship with new & existing clients.

Document all interactions in the user notes in Netsuite so these can be referenced by all CSS employees when interacting with the client.

EG. Birthdays, Children's sports, interests, etc.


Þ Daily reporting to the sales manager to review the status of calls, tracking of information, opportunities discussed, and all-important interactions with customers.

Þ Troubleshoot customer questions/concerns

Þ Use data collection and analysis to improve the customer experience

Þ Educate our clients on best practices to help them grow their business and be successful.


Þ Liaisese with our marketing team on making continuous improvements to the website and SMARTT shipping UI, making it more user-friendly for our clients to use.


Þ Work with the Customer Care team to be aware of ongoing issues that arise from current accounts, so we can better onboard a customer from the start.

Þ Contact inactive customers


Interface:
Þ Daily, Weekly and Monthly meetings with the Sales Manager

Þ As required, meet with Richard or Danni on the SMARTT shipping Demo education

Þ Warehouse morning meetings (to build rapport with the team, and develop an understanding of the warehouse department)


Þ Occasional Customer Care meetings to get updates on current customer issues, and to update the Customer Care team on progress updates on what the Success team is working on.

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