Customer Success Specialist

TOGETHER, WE DELIVER HIGH-QUALITY SOLUTIONS

At Hercules Sealing Products we are the premier name in the aftermarket hydraulic equipment repair parts sector. As a cornerstone of the fluid power industry, we leverage decades of expertise to meet the demands of partners worldwide, embodying the essence of a global leader originating from a foundation of unparalleled service and quality. We're excited about the future and committed to continuing this legacy.

Our success is deeply rooted in the caliber of our team members. We are committed to fostering a workplace culture that prioritizes employee development, encourages collaborative teamwork, and offers stimulating tasks paired with meaningful rewards for accomplishments.

Our culture is anchored in the values of Humble Servant Leadership, Engaging Environment, Respect, Customer Centric, Uncompromised Integrity, Leveraging Our Skills, Embrace New Ideas, and Surpass Expectations.

To be considered for this opportunity, you must reside and be authorized to work within the United States. The position will report on-site in Clearwater, FL.

What We Offer (subject to eligibility requirements):

• Competitive salary
• Sales incentive & bonus opportunities
• Health, Vision & Dental Insurance – generous employee cost share & low deductibles
• PTO, paid holidays
• 401k with company match component
• Career development opportunities
• Full tuition reimbursement
• Engaging culture; celebrating the wins and important employee milestones

About the Role:

The Customer Success Specialist is responsible for maintaining strong customer relationships, reducing churn, and supporting revenue retention in a high-volume call center environment. This role focuses on proactively engaging at-risk customers, resolving issues quickly, and delivering solutions that build loyalty and long-term value.

Schedule: Monday - Friday, 10:00 am - 6:30 pm

Key Responsibilities:

• Manage customer calls involving product application, troubleshooting, part identification, and solution recommendations with confidence and accuracy.
• Proactively follow up on open quotes, pricing opportunities, and pending customer decisions to drive conversion, secure business, and prevent competitive loss
• Offer solutions, incentives, or alternatives to prevent cancellations
• Resolve customer concerns related to orders, shipping, product availability, and service issues
• Utilize CRM tool data to track customer data and make recommendations for increased revenue
• Educate customers on products, features and other offerings for upselling opportunities.
• Work customer backlogs, follow-ups, and open tickets to ensure timely resolution
• Accurately document all interactions in CRM systems (Zoho)
• Collaborate with Operations and other teams to resolve issues efficiently
• Partner closely with Inside Sales Account Managers (ISAMs) and Regional Sales Managers (RSMs) to support customer requests and ensure customer issues are resolved efficiently and professionally.
• Consult with customers to identify and recommend appropriate hydraulic seals and components based on specifications, needs, and application.

CRM & Data Entry:

• Accurately document customer interactions, quotes, and resolutions in CRM.
• Capture potential leads or upsell opportunities for follow-up by ARMs or Outside Sales.

Product Knowledge & Continuous Learning:

• Stay current on hydraulic seal products, kits, industry trends, and internal processes.
• Participate in regular training on new systems, procedures, and customer interaction best practices.
• Reference and contribute to internal knowledge base when applicable.

Qualifications:

• 3+ years of relevant customer-service experience, or a bachelor’s degree in Business, Sales, Marketing, Communications, or related field with a strong interest in building a commercial career
• Experience handling high call and email volumes; troubleshooting complex, technical questions
• Strong verbal and written communication skills
• CRM experience (Zoho or similar preferred)
• Strong communication and problem-solving skills
• Ability to multitask in a fast-paced environment
• High attention to detail and accuracy

Performance Metrics (KPIs)

• Quote Follow-Up Conversion
• Service Level & Call Response Time
• Average Handle Time (AHT)
• Backlog / Ticket Revenue
• Customer Satisfaction (CSAT)
• Schedule Adherence / Availability

Work Environment:

• Fast-paced call center with expectations for multi-channel support
• Requires sitting for extended periods and continuous use of headset and computer
• Occasional cross-team collaboration (Sales, Tech Support, Admin, Warehouse)

Hercules Sealing Products is an equal opportunity employer. We use E-Verify to confirm the identity and employment eligibility of all new hires.

Pay: $22.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Have you handled escalated customer issues, retention efforts, quote follow-up, or attempts to prevent customer cancellations?
• Are you comfortable troubleshooting technical products and helping customers identify parts or solutions?
• This role requires multitasking between customer calls, emails, CRM documentation, and coordination with sales and operations teams in a fast-paced environment. Are you comfortable working in this type of setting?
• Have you worked with performance metrics such as customer satisfaction (CSAT), response time, conversion rates, backlog management, or average handle time?
• Have you worked in a high-volume call center or customer support environment handling a large number of calls/emails daily?

Education:

• Bachelor's (Preferred)

Experience:

• Call Center: 4 years (Preferred)
• CRM software: 1 year (Preferred)
• KPI: 3 years (Preferred)
• Customer service: 3 years (Preferred)

Language:

• English (Required)

Ability to Commute:

• Clearwater, FL 33759 (Required)

Work Location: In person