[Hiring] Customer Success Specialist @Glacial Skin

Role Description

We are seeking a Customer Success Specialist to support our growing team. This is a temporary position with the potential to transition to a full-time role based on performance and business needs. As our Customer Success Specialist, you will provide world-class customer support to direct customers worldwide as well as the Glacial Skin sales team. This position requires an extensive understanding of company products and processes, especially those related to sales and sales administrative concepts and policies.

• Serve as the liaison between, and maintain excellent communication with, direct sales team members, customers, and various entities at corporate headquarters.
• Execute the order-to-cash process for direct customers, from the initial quote through revenue recognition and collections.
• Execute all aspects of the direct customer sales process through order processing, scheduling, logistics and overall account management.
• Answer incoming calls from internal and external customers according to standards set and exercise judgment in the handling of the call.
• Process inquiries, customer feedback/complaints in a timely manner and provide general messaging, escalating as needed to ensure proper handling/resolution.
• Utilize ERP/CRM system (NetSuite, HubSpot) to enter orders for systems, consumables, sales trunk stock, and to process refunds and credits.
• Coordinate system deliveries including new system sales, demo systems and service or replacement components with our logistics partners and customers.
• Track and document customer new system device setup.
• Perform the processes related to the sales and marketing programs, including but not limited to, the Glacial Peak Membership Program.
• Support sales demos, road shows, and events, including scheduling and facilitating the demo delivery and pick up schedules.
• Act as the liaison between the customer and internal team, working closely with inventory management and sales team to ensure orders are processed efficiently and customer delivery expectations are met.
• Develop and cultivate favorable relationships with existing and potential customers.
• Perform other related duties as assigned.

Qualifications

• Associate degree preferred or equivalent combination of education and experience.
• A minimum of 5-7 years related experience required.
• Previous experience in supporting the sales process for a medical device company preferred.
• Previous experience in managing timely sales and service order processing and documentation completion.
• Experience with HubSpot preferred.

Requirements

• Able to work on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required.
• Strong ability to multi-task throughout day on both phone queues and email.
• Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook).
• Excellent written and verbal communication, interpersonal, and organizational skills, attention to detail, with experience managing a multi-faceted role across a remote team.
• Ability to sit, stand, and/or walk for no less than 8 hours a day.
• Ability to lift a minimum of 35 pounds.
• To be most successful in this role, you should possess a high level of professional passion and initiative and thrive in a fast-paced, remote, multitasking, startup environment.
• Willingness to travel as needed, including, but not limited to our corporate headquarters in Dublin, CA.

Benefits

• Fully distributed workforce.
• Company paid medical, dental, and vision insurance.
• 401K plan, with company match.
• Plus, much more to explore and discover!