Customer Success Representative

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Respond promptly and professionally to customer inquiries regarding pricing, availability, order status, shipping details, and more.

• Serve as the customer advocate within the organization to promote ongoing improvements.

• Process orders for the specified LGC entity, ensuring all specifications, prices, locations, and other pertinent information for both product and custom orders are complete.

• Evaluate individual customer needs and coordinate activities with the appropriate departments.

• Acknowledge customer orders, provide updates on changes, order status, backorders, pricing quotes, and any other modifications; process and route orders for shipment.

• Handle credit card payments where applicable, safeguarding customer account information privacy.

• Supply necessary documentation related to each order to comply with shipping schedules (e.g., material safety data sheets, certificates of analysis, custom orders, etc.).

• Utilize the sales order entry system to deliver precise information to customers, including the interpretation of quotes, promotions, and credit policies.

• Comply with established service quality standards and achieve order accuracy benchmarks; follow departmental SOPs and training protocols.

• Adhere to the standards set by the company's ISO quality management system.

• Carry out additional responsibilities as assigned to fulfill business needs.

⛳️ Requirements

• High school diploma or equivalent experience (GED).

• Demonstrated ability to interact with customers in a professional, courteous, and effective manner, whether over the phone or through other communication channels.

• Strong computer proficiency is essential, including familiarity with the Microsoft Office suite, especially Word, Excel, and PowerPoint.

• Experience or working knowledge of ERP systems, preferably SAP.

• Experience with Salesforce International orders.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment with a focus on team collaboration.