Customer Success Associate - CSA - Customer Care - PGT Innovations

Essential duties and responsibilities include the following. Other duties may be assigned. 

• Works to resolve customer inquiries with a focus on customer satisfaction. 

• Discusses, interprets, and edits orders and quotes in the ERP Systems and CRM Systems. Orders are received, through phone calls, or CRM Systems for a wide range of standard and special products and services. 

• Prepares and sorts documents and identifies data to be entered.  

• Completes quotes and delivers to customer within the response time frame. Will communicate extensively through CRM Systems to other PGT departments and customers.  

• Works Closely with Product and Drawing Specialists for assistance with complex orders or quotes.   

• Identify and assesses customers' needs to achieve satisfaction. 

• Provide accurate, valid, and complete information by using the right methods/tools. 

• Meets personal and customer success associate’s teams KPI’s. 

• Collaborates with teammates to ensure customer satisfaction.    

• Initiates calls to distributors to resolve questions, inconsistencies, or missing information. 

• Compiles, sorts, and verifies the accuracy of data to be entered. 

• Ensures accuracy of orders including supplying missing or misstated information, corrects discrepancies involving product selections, and calculates data related to orders when necessary. 

• Handles customer questions or challenges, provides appropriate solutions and alternatives. Follows up with resolution within response time frame. 

• Confers with other departments within the company to resolve customer issues. 

• Provides information to distributors, including verifying and extending pricing for orders, clarifying terminology for customers, accessing orders in ERP and CRM systems, checking conditions of sales, shipping, and handling instructions. 

• Solves problems or resolves inquiries for customers and co-workers, including investigating order documentation to determine errors, handles requests for adjustments in orders and billing, retrieves orders already submitted to manufacturing, orders replacement product, enters RMAs, Credits, Debits and assisting various departments with questions on orders. 

• Resolves customer conflicts to resolution within assigned discretion, escalates conflicts beyond assigned discretion. 

• Makes effective decisions to meet the needs of the customer with little oversight.    

• Provides support to external sales team. 

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be able to work independently and have excellent time management and organizational skills.   

• Must possess conflict management skills. 

• Strong writing and reading comprehension skills required.   

EDUCATION and/or EXPERIENCE

• General knowledge of PGTI products.  
• General understanding of ERP and CSM systems. Must be able to enter quotes, orders, and convert quotes into orders.   
• Requires proficiency in MS office, and other systems that may be required.   
• Experience in Business-to-Business customer support preferred. 

LANGUAGE / COMMUNICATIONSKILLS 

Requires good written and verbal communication skills to communicate with both internal and external customers. 

MATHEMATICAL SKILLS 

Requires some simple calculations. 

REASONING ABILITY 

Must be able to recognize errors, inconsistencies, or missing data in source documents or in the entry systems.