Customer Success Specialist

Job Summary: FFH is currently hiring for a Customer Success Specialist who prioritizes the customer experience, which includes both business to business and direct to consumer activities. This person owns the full experience a business or individual has with FFH including correspondence, order entry, trouble shooting and service management, and post-delivery follow up. A successful candidate will own and take the initiative to provide our clients the ideal, reliable experience. A day in this position would typically involve addressing consumer inquiries, accurately inputting customer orders into correlating ERP systems, and partnering with the internal team to ensure prompt resolution for all involved. A highly successful candidate will possess the initiative and drive to operate independently, understand the importance of their role and the overall impact they have on the company’s success, a continuous improvement and problem solving mindset with an impeccable level of attention to detail, as well as an innate passion for providing an exceptional customer experience.

Responsibilities:

• Maintain a positive, empathetic, and professional attitude toward customers.
• Knowledgeable of and responsible for coordinating customer pricing for accuracy with the Sales team, as well as managing customer order entry in multiple ERP systems.
• Act as the primary point of contact for our consumers via phone, email, and chat, addressing a broad range of issues and requests related to our products.
• Promptly address consumer communications by collaborating with other departments to ensure satisfaction and resolution of issues, as well as any follow up necessary to successfully close the situation.
• Maintain accurate and up-to-date customer and consumer information in appropriate internal documents.
• Identify and escalate issues that require additional attention

Requirements:

• High school diploma or equivalent.
• Previous experience in a customer service role
• Demonstrated excellence in communication, both verbal and written
• Meticulous, exceptional attention to detail

Preferred:

• Higher educational degree in a related field or comparable work experience
• Demonstrated success in building and enhancing relationships in an office setting.
• Experience with technical information management platforms.
• Optimistic and team based approach to day to day work.
• An inherent interest in solving problems.
• Ability to work independently and as part of a team.
• Zendesk experience is preferred.

Job Type: Full-time

Pay: $24.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Salary : $24 - $26