Customer Success Representative

Company Information

Fríant is a leading manufacturer of innovative, accessible office furniture. Operating at the intersection of style and function, we’re passionate about upholding the ethos that quality craftsmanship and practicality aren’t mutually exclusive. From panel systems and seating to desks, storage, and more, our team is busy year-round creating everything needed for a total office solution. With headquarters and manufacturing in San Leandro, California and a plant in Suffolk, Virginia, our 630,000 square feet of facilities are equipped with state-of-the-art equipment and skilled fabric and woodworkers. We craft product that helps teams get things done while feeling good doing it, regardless of industry — because at Fríant, all work styles are welcome.

Summary/Objective

The Customer Success Representative is responsible for ensuring that their assigned region is provided with highly effective customer service. This position will develop excellent, in-depth knowledge of company products and programs; acknowledge orders and customer inquiries; manage incoming customer communication by telephone, email and Zoho Desk; and work with the Customer Experience Manager and appropriate contacts from other departments to troubleshoot customer-impacting problems.

Responsibilities

• Provide timely and accurate information in response to incoming customer order status and product knowledge requests
• Processes customer orders/changes according to established department policies and procedures
• Works closely with representatives in shipping and supply chain to provide communication re: tracking numbers, delivery dates, and any damage in transit
• Works closely with representatives in production to provide timely resolution on ship dates and changes
• Provides timely feedback to the Customer Success Manager regarding service failures or customer concerns
• Provides timely feedback to the Customer Success Manager regarding accounting holds or other customer impacting credit terms
• Successfully navigates internal systems to find information; updates internal systems in an accurate and timely manner to reflect changes to orders
• Resolve pricing issues, as required by policy. Provide customers timely and accurate pricing information
• Gain knowledge of Friant services, products and offerings and encourage customer usage of our web services when applicable
• Attend and complete in-house and/or professional training as required
• Daily proactive communication with internal and external customers, utilizing daily review of reports and Insight database searches to follow-up on open orders and held orders
• Track and manage customer interactions by utilizing Zoho Desk platform as per guidelines
• Provide excellent phone etiquette with active listening skills
• Be responsive with issue resolution

Competencies

• Safety focus at all times
• Effective Problem Solving
• Customer Success Skills
• Time Management
• Communication proficiency
• Results driven
• Initiative; self-starter
• High sense of urgency
• High attention to detail
• Organized
• Successful navigation of high stress situations

Work Environment

While performing the duties of this job, the employee operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Appropriate personal protective equipment will be required when visiting production areas.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and listen. The employee is regularly required to sit as well. The employee is occasionally required to stoop, kneel, or crouch. The employee may frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Required Education and Experience

• Completion of High School or equivalent GED
• 1+ years of prior Customer Success Experience

Preferred Education and Experience

• Bachelor’s Degree
• Proficiency with Microsoft Excel and related software
• 3+ years of prior Customer Success Experience

Supervisory Responsibility

This position has no supervisory responsibilities.

**Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Ability to Commute:

• San Leandro, CA 94577 (Required)

Work Location: In person