Compensation 60k - 65k + Bonus
Are you a customer-focused professional with a passion for delivering exceptional service and a drive to earn financial rewards?
Do you thrive in a detailed-oriented role, where you can ensure every client’s needs are met while also achieving your own financial goals?
If you’re someone who doesn’t mind performing repetitive administrative tasks, can pivot between assignments effortlessly, and excels at resolving customer issues, we want you to join our team as a Customer Success Manager.
What You’ll Do:
- Customer Focus: Act as the primary point of contact for our clients, ensuring their needs are met and that they have a positive experience with our products and services.
- Detail-Oriented Work: Manage and track customer accounts meticulously, keeping detailed records of interactions, follow-ups, and resolutions.
- Administrative Tasks: Perform routine administrative duties, such as updating records and processing orders, with precision and consistency.
- Adaptability: Easily switch between different tasks and assignments, maintaining focus and efficiency even in a fast-paced environment.
- Issue Resolution: Identify and resolve customer issues quickly and effectively, always aiming to enhance the customer experience.
- Financial Drive: Earn competitive commissions by ensuring customer satisfaction and retention, contributing to both personal and company success.
What We’re Looking For:
- A strong customer service mindset with a genuine desire to help clients succeed.
- A detail-oriented individual who takes pride in accuracy and thoroughness.
- Someone who is comfortable with routine administrative work and doesn’t mind repetitive tasks.
- The ability to stay organized and focused while managing multiple assignments.
- A problem-solver who can think on their feet and resolve issues efficiently.
- A financially motivated individual who is eager to earn commissions by driving customer success
What We Offer:
- Unlimited Paid Time Off (PTO)
- 100% company-paid health insurance coverage for employees (dependent coverage available at the employee's expense)
- Dental and vision insurance
- 401(k) plan with company contributions
- Short-Term Disability (STD) and additional benefits!
If you’re ready to make a significant impact on our customers’ success while achieving your own financial goals, we’d love to hear from you. Apply today to become our next Customer Success Manager!
Full Details below:
Position Summary:
As the Customer Service Manager, you will be instrumental in overseeing the customer journey, ensuring all interactions are smooth and satisfactory. This role involves a significant focus on administrative support, assisting with the sales process, and maintaining precise customer data. You will also be responsible for tracking customer engagement and ensuring that all customer needs are met promptly and efficiently.
Essential Functions:
Sales Process Support:
- Assist walk in customers throughout the sales process, from initial contact to final purchase, ensuring a seamless experience.
- Provide guidance to walk-in customers and facilitate their transactions efficiently.
Customer Follow-Up:
- Proactively follow up with customers regarding their deliveries, addressing any concerns or issues that arise to ensure complete satisfaction.
Data Management:
- Maintain accurate customer records in our CRM system, ensuring all data is up-to-date and well-documented.
- Perform regular data entry tasks to update customer information and track interactions.
Goal Achievement:
- Monitor and achieve weekly, monthly, and quarterly customer service goals, ensuring that performance targets are consistently met.
Customer Engagement Monitoring:
- Track customer engagement levels, providing insights to the CSM Lead on customer satisfaction and potential churn risks.
- Respond promptly and professionally to customer inquiries via phone and email.
Product Information & Order Assistance:
- Offer detailed information about our products, services, and company policies to customers.
- Assist customers with orders, tracking shipments, and resolving any issues they encounter.
Customer Feedback & Improvement:
- Analyze customer feedback to identify areas for improvement in our products or services.
- Work closely with the CSM Lead to implement improvements based on customer insights.
Upselling & Cross-Selling:
- Utilize strategic upselling techniques to promote additional products or services.
- Identify opportunities to cross-sell within existing customer accounts, enhancing overall sales.
Team Collaboration:
- Collaborate with other team members to ensure a consistent and positive customer experience across all touchpoints.
- Share best practices and customer insights with the CSM Lead and Sales Lead to optimize processes.
Issue Resolution & Escalation:
- Handle customer issues with empathy and professionalism, escalating unresolved issues to the CSM Lead as necessary.
- Serve as the primary point of contact for assigned customers, managing their inquiries, quotes, orders, and deliveries.
Proactive Support & Problem-Solving:
- Anticipate customer needs and identify potential challenges, offering solutions proactively.
- Drive customer retention by demonstrating the value of our products and services, and by providing ongoing support.
Customer Relationship Management:
- Build and maintain strong relationships with key stakeholders within customer organizations, ensuring long-term satisfaction and loyalty.
- Serve as a cultural ambassador by embodying, promoting, and leading by example Arbor Valley’s core values and fundamentals – ensuring alignment with Arbor Valley’s culture in all actions and decisions.
Competencies
- Ability to communicate effectively with a variety of different audiences to build working relationships.
- Customer focused mindset, maintain a persuasive and influential demeanor with customers.
- Self-motivated, assertive, extremely organized, detailed oriented, able to multi-task in an ever-changing environment to meet business needs and objectives.
- Ability to establish and maintain effective working relationships with team members, upper management, and customers.
- Ability to use initiative and independent judgment appropriately.
- Ability to work independently and as part of a team.
- Proficient in CRM software and sales analytics tools.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Work Environment & Travel
A combination of office environment and while helping out occasionally in various tasks when needed.
Physical Demands
Prolonged periods of standing, bending, walking, lifting, and moving. Frequent motions include grasping, seeing, and other repetitive movements. Must be able to lift, carry, minimum up to 50 pounds, more with assistance. Must have physical stamina and the ability to perform physical demands in varying weather conditions.
Education and Experience
- 2+ years of experience in sales, preferably in the nursery or related industry.
- Bachelor’s Degree in Horticulture, Business, or a related field, preferred
- Previous experience in the Greenhouse & Nursery Industry or related field, preferred
- 3+ years of customer service
- 3+ years of data entry
EEOC Statement: At Arbor Valley, growth is in our DNA. AVN is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status.