Customer Success Specialist

Responsibilities

• Process orders and sample requests while adhering to timelines for the acknowledgement of orders and supplying order details back to the customer.
• Able to change priorities during the work day to focus on the most important issue/order/request quickly.
• Develop working relationships with the Commercial team, R&D, Production, and Logistics to ensure ship dates communicated to the customer can be met.
• Prioritize projects and creation of sales orders to address urgent issues and orders first.
• Promptly responding to customer queries via email, live chat, video and phone channels.
• Follow up on requests to customers for updated purchase orders or information needed to process their order.
• Immediately escalating serious complaints or issues to the appropriate levels of management and quality.
• Liaising with colleagues or managers to find the best solutions to customers' issues.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Maintaining a polite, helpful, and professional manner at all times.
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• Familiarizing yourself with new products and services as they are introduced.
• Attending workshops and meetings as required.
• Providing training to new customer success specialists.
• Respecting client confidentiality at all times. Please note: The above responsibilities are not exhaustive and other similar duties may be required from time to time.
• Skills and Requirements
• The candidate should have at minimum a High School diploma or GED, preferred Bachelor's in business or related field, with at least two years of relevant customer service experience.
• The following skills and experience are requirements for the position:
• Practical experience with computer software, customer ordering based preferred.
• Previous experience in a customer service role.
• The ability to respond appropriately under pressure.
• Sound judgment and excellent problem-solving skills.
• A positive attitude and the ability to build relationships with clients.
• The flexibility to work irregular hours, when required.
• Superb written and verbal communication skills.
• Education & Experience
• High School Diploma or GED is required
• Bachelors in related function preferred
• Minimum of 2 years related experience

Benefits

Additional Information

Position: Customer Success Specialist Position Type: Full-Time Employee Location: Onsite, Boulder, CO (hybrid, in office 4 days a week) Experience: High School Diploma or GED is required; Bachelors in related function preferred. Minimum of 2 years related experience Watchmaker is inviting applications for the full-time position of Customer Success Specialist . This position reports to the Customer Success Manager and will be responsible for processing and tracking customer orders, managing customer account updates, and responding to inquiries in a professional manner. This individual will be accountable for ensuring customer orders and inquiries are resolved quickly and will help manage customer expectations and complaints. The successful candidate will thrive in a dynamic, fast-paced working environment and contribute directly to our company culture and success. The position provides an opportunity to grow and develop as a leader.

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