Customer Success Specalist

Job Description

Title: Customer Success Specialist
Department: Operations

Reports To: VP of Operations
FLSA Status: Full-Time, Exempt (Temp to hire)

Why Join Us

At Company, we value people as much as performance. Every team member plays an important role in our growth and success, and we encourage innovation, reward initiative, and support professional development. We believe in working hard while maintaining a positive, collaborative, and fun workplace culture. Joining us means being part of a team where your voice matters, your ideas are encouraged, and your contributions make a direct impact.

Position Summary

The Customer Success Specialist is responsible for managing customer accounts, ensuring high levels of satisfaction, and building long-term client relationships. This role oversees orders from initiation through fulfillment, provides product knowledge and support, and resolves issues in a timely and professional manner. The Customer Success Specialist also collaborates with cross-functional teams to improve processes and contribute to overall operational efficiency.

Essential Duties and Responsibilities

· Serve as the primary point of contact for customer inquiries, complaints, and escalations

· Manage daily order volume and ensure prompt responses within established service levels

· Provide guidance to customers regarding product functionality, sizing, and recommendations

· Support warranty claims by coordinating solutions and ensuring customer satisfaction

· Work closely with Operations leadership to develop and refine processes that improve consistency and efficiency

· Advocate for the customer by gathering feedback and communicating needs to internal teams (Operations, Purchasing, Marketing, Product Development, Finance)

· Perform order-related administrative tasks including accurate data entry, archiving, and reporting

· Assist with additional operational duties such as shipping/returns processing and inventory counts as needed

· Maintain professionalism, punctuality, and effective collaboration across departments

Required Skills and Qualifications

· Strong written and verbal communication skills

· Proven problem-solving and critical thinking abilities

· Exceptional organizational skills and attention to detail

· Ability to manage multiple priorities simultaneously

· Professional and courteous phone manner

· Dependable with strong attendance and punctuality

· Proficiency in Microsoft Office (Excel, Word)

· Experience with ERP systems preferred (NetSuite experience a plus)

· Ability to work independently and within a team environment

· Flexibility to support various operational tasks outside core responsibilities

Education and Experience

· High school diploma or equivalent required; associate or bachelor’s degree preferred

· Minimum 2 years of experience in customer service, account management, or a related role

· Experience in product-based or distribution environments strongly preferred

Work Environment

This role is performed in an office setting with occasional support in warehouse or operations environments. The position requires regular use of a computer, telephone, and standard office equipment.

Compensation and Benefits

· Competitive salary with eligibility for annual performance bonus

· Comprehensive health, dental, and vision insurance

·401(k) plan with company match

· Paid time off (PTO) and paid holidays

· Additional company perks such as flexible summer hours and employee engagement activities

Equal Employment Opportunity Statement

Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.