Customer Success Representative

Customer Success Representatives are responsible for establishing and building customer relationships to promote customer retention and loyalty. You will ensure customers are satisfied with the ShipSage 3pl fulfillment services, provide customer service support and work to resolve any customer issues. This role acts as the primary point of contact for the company’s customers. As a Customer Success Representative, you will work with customers directly to manage client relationships, opportunities or issues.

Duties and Responsibilities

As a Customer Success Representative, you will help increase customer retention and identify opportunities for add-on sales. By establishing yourself as knowledgeable in the ShipSage platform, you will be able to build and maintain customer relationships and improve the customer experience. Duties and responsibilities include:

• Research issues and provide product and technical support
• Establish and maintain customer relationships with key customers
• Identify opportunities for add-on sales
• Participate in strategic account management planning
• Establish and improve customer success policies and processes
• Identify areas for improving the customer experience and internal processes
• Collaborate with product development and warehouse teams
• Execute client training and special projects, as required

Skills and Qualifications

As a successful Customer Success Representative, you will have impeccable customer service skills as well as strong written and verbal communication skills. As a CSR, you will have knowledge of the ShipSage platform and be a credible authority in using the software. The ideal candidate should be proficient with using CRM (HubSpot), Excel, and PowerPoint presentation software. Additionally, a quality candidate will have the ability to quickly learn about our company’s services to establish themselves as experts in the field. Key skills include:

• Impeccable customer services and communication skills
• Knowledge of best practices in customer service and retention
• Proficient with applicable software applications
• Strong written and verbal communication
• Strong aptitude for technical software products
• Critical thinking and problem solving skills
• Ability to multi-task, prioritize, and manage time effectively

Experience

• ECommerce
• 3pl Fulfillment