Sales Support Admin - Sprout
Woodland, CA 95776
About the Job
Sprout is a growing Green company, we're a team on a mission to make a real difference in the world by upcycling leading technology, recycling unusable electronics and helping our customers achieve their sustainability goals. We believe in One Sprout, where teamwork and mutual support are paramount, driving us to win and lose together. Our commitment to Deliver Excellence means surpassing expectations every day for both internal and external customers. Integrity Matters at Sprout, with zero tolerance for dishonesty and a steadfast dedication to doing the right thing. We offer clear paths for career growth, cross-training opportunities, and a supportive community where hard work, flexibility, and respect are valued. Join us and be proud of the impact you make as part of a team dedicated to environmental sustainability
The Client Success Associate will play a vital role in managing relationships with channel accounts, ensuring smooth service delivery, and providing exceptional customer experience. This role requires balancing operational execution with customer satisfaction, emphasizing responsiveness, continuous improvement, and data-driven reporting. The Associate will support high-volume, moderately complex accounts, collaborating with cross-functional teams to meet client expectations, monitor performance, and resolve issues quickly.
This is a contract role for 6 months, it will be a Hybrid role. At least two days onsite at our Woodland Facility.
Must have Strong Excel Skills.
Responsibilities:Customer & Account Management:
- Support a high volume of channel accounts and monitor their performance.
- Assist with customer set up and order creation.
- Meet with customers to review detailed program requirements and deliver solutions tailored to their needs.
- Set up new customer accounts, provide portal training, and handle onboarding processes.
- Proactively answer customer inquiries, especially regarding parcel return issues, ensuring swift resolution through effective communication. Understand and explain pricing structures clearly to customers, ensuring alignment with business goals.
Operational Oversight & Reporting:
- Track and administer jobs from start to finish, ensuring accurate data collection and timely reporting.
- Prepare and maintain customer dashboards, generating real-time visibility into service metrics and performance trends.
- Monitor inventory turnover to ensure alignment with operational objectives.
- Create regular reports using Excel, manipulating data to track SLAs, customer metrics, and account profitability.
Client Communication & Issue Resolution:
- Serve as a point of contact for end users experiencing issues with the parcel return process.
- Iterate quickly with customers to address concerns, ensuring issues are resolved to their satisfaction.
- Maintain continuous, proactive communication across email and other channels, ensuring prompt follow-up and clear, concise responses.
On-Site Client Support & Engagement:
- Host on-site visits and customer meetings to build relationships and foster trust.
- Monitor performance metrics and collaborate with operations teams to ensure SLAs are met.
- Ensure smooth execution of processes following chain-of-custody protocols and compliance with R2v3 and ISO standards.
- Collaborate with operations to troubleshoot bottlenecks, ensure timely asset processing, and support audits or compliance reviews.
Continuous Improvement & Lean Implementation:
- Participate in Kaizen events and conduct GEMBA walks to identify inefficiencies and propose solutions.
- Facilitate cross-functional communication to ensure seamless operations across teams and external partners.
Qualifications:
Experience:
- Prior experience in a customer facing role is preferred.
Knowledge & Skills:
- Strong organizational skills and attention to detail.
- Proactive approach to solving customer needs.
- Proficiency in using inventory management software.
- Proven ability to use Excel to manipulate data, generate reports, and monitor trends.
- Basic arithmetic and data entry proficiency (40 WPM typing speed).
- Ability to work independently while leveraging relationships to meet objectives.
- Clear and concise communication, both written and verbal, ensuring tact and professionalism.
Physical Requirements:
- Willingness to work in non-climate-controlled warehouse environments25-50% of the time.
- Flexibility is necessary to accommodate client schedules, handle high-priority tasks,
- Access to high speed internet for remote work.
Education & Certifications:
- High School Diploma or equivalent required.
- Bachelor’s degree preferred
EEO – Equal Employment Opportunity
The Company is an equal opportunity employer and does not discriminate on the basis of and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification)
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