Job Description

We are seeking a motivated and detail-oriented Customer Success Specialist to join our team in the Heavy Equipment Recycling Industry. This role focuses on ensuring that customer orders for recycling equipment, including compactors, balers, and other heavy-duty machinery, are fulfilled accurately and on time. The Customer Success Specialist will be the main point of contact for customers and installers regarding order status, shipping coordination, installations and issue resolution.

Key Responsibilities :

• Order Management : Manage customer orders from initial placement through delivery, ensuring accuracy and timely fulfillment.
• Customer/Installer Communication : Act as the primary liaison between customers, installers, sales, and operations teams to provide updates on order status, shipment/installation schedules, and any delays or changes.
• Logistics Coordination : Work with the logistics team to assist in the timing of shipments to meet customer’s due date of equipment installation. 
• Inventory Management : Monitor inventory levels of stock to meet customer demand. When applicable, provide customers with optional equipment that still meets their needs and is in stock for immediate shipment for installation.
• Issue Resolution : Address any customer complaints or order discrepancies, working cross-functionally to resolve issues quickly and maintain customer satisfaction.
• Documentation : Maintain accurate records of orders, shipments, installations and communications with customers. 
• Compliance & Protocol Adherence : Strictly follow all protocols, workflows, and procedures established in NetSuite for the Customer Success Specialists role and carry out responsibilities as directed by the supervisor.
• Continuous Improvement : Identify process improvement opportunities within the fulfillment process to enhance customer experience and operational efficiency.
• Cross-functional Collaboration : Work closely with production, external installation teams, sales, logistics and service departments to ensure alignment and that customer expectations are met.

Requirements :

• Experience : 2+ years in customer service, order management, or project management, preferably in the recycling or heavy-duty equipment industry.
• Technical Skills : Proficient in ERP systems (e.g., NetSuite), MS Office, and knowledge of inventory and order management systems.
• Communication : Excellent verbal and written communication skills with the ability to handle customer inquiries and external partners professionally.
• Problem-Solving : Strong analytical and troubleshooting skills to address order fulfillment issues.
• Organizational Skills : Ability to multitask and manage multiple customer orders/installations and priorities in a fast-paced environment.
• Teamwork : A true team player with a positive attitude and a strong desire to collaborate effectively with others. Must be able to build strong working relationships and be a dependable, supportive teammate.
• Accountability : Willingness to follow standardized processes, direction from leadership, and all role-specific functions as defined in the NetSuite system.

Preferred Qualifications :

• Experience in the recycling equipment industry or with heavy machinery like compactors and balers.
• MRP/ERP Experience : Familiarity with Material Requirements Planning (MRP) systems such as NetSuite or similar software for managing production, projects and inventory.
• Understanding of hydraulics, electrical systems, and equipment installation processes related to recycling equipment or other heavy-duty equipment.

Location : York, SC

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