Specialist, Customer Success

Date: Jun 13, 2024

Location:

Port Washington, NY, US, 11050

Global Industrial

Corporate Overview

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

This position supports the customer experience. Our ACE strategy places the customer at the center of our focus. As customers need products and materials to run their business, they require customer support to meet and exceed expectations. This position is aligned to a specialized sales unit and will support customers within that unit for enhanced service and support.

Responsibilities:

• Attends all assigned sales unit team meetings to understand the needs and initiatives of the sales unit.

• Provides customer support to include any of the following requests based on support assignment:

o Provide AM administrative functions such as account lookups, communications, special customer requests, quotes, orders, POs

o Prepares and shares reports from PowerBI or PCS

o Resolves all customer issues as assigned by a sales rep, manager, or director

o Assists with bids, eproc requests, and GPO onboarding

• Work through vendor requests and issues while preparing paperwork for any approvals.

• Create and document process flows to improve process while gaining alignment from managers.

• Provides support to customers in order to resolve sales-related issues in a timely manner.

• Work with internal teams to solve for customer needs and/or issues.

• Expedites and follows through on rush requests from customers.

• Works directly with customers to ensure a high level of customer support.

• Assists with Business Review preparation.

• Works in a team environment to support the customer experience.

Competencies and skills

• 4+ years of proven sales support.

• College degree or internal Global Industrial experience preferred.

• Must be able to work in office in hybrid role (4 in; 1 out)

• Deep understanding of Global Industrial process and sales administrative activities.

• Must work independently and be able to follow process with an eye toward error-free work.

• Excellent PC skills required in MS Word, Excel, PowerPoint, and Outlook.

• Outstanding interpersonal, written, and verbal communication skills.

• Ability to organize, prioritize, work in a fast-paced environment.

• Must have attention to detail, multi-task skills, and have the ability to work in a fast-paced environment.

• Must maintain confidentiality.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.