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Customer Success Specialist

Company: QSC
Location: Costa Mesa
Posted on: June 12, 2021

Job Description:

Overview

The Customer Success Specialist is responsible for QSC's order management and customer service needs for assigned Strategic Partners and Loyalty Programs. As the customer advocate and a trusted partner, this role establishes and builds a strong relationship with our customers in a fast-paced organization. This role's primary focus is to highlight QSC's brand by delivering exceptional support to our customers, resulting in an excellent customer service that reflects our Core Values. The Customer Success Specalist will act as a liaison for the customer to provide product/services information and resolve any emerging problems with accuracy and efficiency that their assigned accounts might face.

QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS software-based audio, video and control Ecosystem.

By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.

This role has the option to be remote.

Responsibilities

  • Act as a primary point of contact for assignd Strategic Partners and Loyalty Accounts. Be the customer advocate to drive excellent customer experience by taking complete ownership of assigned accounts, including managing their purchase orders and customer service needs accurately and effectively to meet the customer's expectations. Always providing a customer experience that reflects our Core Values in every interaction. Build solid relationships with strategy customers to win brand loyalty.
  • Track order status through proper daily backlog management. Own the order from intake to fulfillment. Proactively advise customers of any product constraint, shipping delays, issues with their order, etc.
  • Perform to committed Service Level Agreements. Communicate with customer's on a timely basis to resolve issues and address inquiries quickly and thoroughly. Be diligent with regular follow-up on customer request's, ensuring positive resolutions.
  • Perform and adhere to QSC policies and standard operating procedures and processes. Be in compliance with department metrics, including, but not limited to an order entry accuracy at a minimum of 95%.
  • Participate in customer engagement model to support QSC Brand recognition and best-in-class customer experience.
  • Participate in quarterly Voice of Customer Pulse Check for assigned accounts. Provide reporting on opportunities for improvements from customer feedback.
  • Collaborate with Sales Directors and other cross functional teams to develop and foster customer relationships and maximize our customers experience with QSC. Cross functional teams may include Credit, regional sales, and Customer Success Engineer (AET L2).
  • Recommend innovative ideas to support customers and boost brand awareness.
  • Conduct quarterly account reviews with sales to drive communication and service improvements. Provide RMA reports, complaint reports, restock fees to Sales and Management for quarterly review.
  • Manage customer data in Oracle and ensure Customer Master, ie contact information, pricing, account notes, shipping instructions, are accurate.
  • Synchronize Purchase Orders for projects against quotes in CPQ. Coordinate with Sales and the customer on those order, provide project order status, and advise of lead times on project orders to support project timeline. Close quote in CPQ when order(s) are received for the entire quote.
  • Perform other duties as assigned to support business objectives.

Qualifications

  • Bachelor of Business Administration or equivalent work experience
  • Minimum of 6 years working experience in order management, customer success/customer service and account management
  • Order management experience in SaaS a plus
  • Requires the ability to work independently with little guidance, must be able to utilize critical thinking and apply that to determine the best output of work.
  • Exceptional customer service skills to drive brand loyalty
  • Excellent time management skills and ability to multi-task and prioritize work
  • Critical thinking, problem-solving skills, and conflict resolution skills
  • Self-driven and goal oriented with ability to meet targets and deadlines
  • Excellent follow through skills, high levels of initiative and personal accountability

Key Core Compentencies

  • Ability to instill trust and build relationships with strategic customers
  • Situational Adaptability
  • Business Insight
  • Financial Acumen
  • Decision quality

Keywords: QSC, Costa Mesa , Customer Success Specialist, Other , Costa Mesa, California

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