Hybrid Customer Success Representative at Thompson Safety

Job Summary:

The Customer Success Representative (CSR) will help grow and manage a portfolio of eCommerce customers nationwide. This is a high-impact role designed for individuals who are driven by building strong B2B relationships, executing sales growth through their book of business, and providing exceptional proactive account management.  

Supervisory Responsibilities:

• N/A 

Essential Job Functions:

• Deliver high-touch customer engagement that builds long-term loyalty, drives sales and provides a world-class digital ordering experience.
• Proactively engage assigned accounts via outbound phone, email, and virtual meetings to strengthen relationships and grow the existing book of business. 
• Manage account activity using a CRM, logging all activity and opportunities.  
• Conduct outbound sales calls to expand account penetration, introduce product lines, and grow customer engagement. 
• Assist in the onboarding of new accounts and customer sites into our digital platforms (e-commerce store and SafetyWorks subscription). 
• Work with customers to understand their product purchasing needs, source appropriate items from our vendors, and build competitive quotes for customers to grow their existing business with Thompson Safety. 
• Billing, invoicing and crediting customers through an ERP.
• Collaborate with internal stakeholders including Purchasing & Accounts Receivable to manage product shipment dates/delivery expectations and ensure timely invoicing and issue resolution.  
• Monitor customer activity and identify trends or gaps in ordering behavior to drive sales and create a better ordering experience for customers.  
• Work closely with the eCommerce manager to develop the eCommerce platform to better serve our customer base.
• Performs other related duties as assigned.

Experience & Qualifications:

• High School Diploma or GED required; college degree preferred.
• Experience in customer service and/or entry level sales.
• Ability to connect with customers and motivation to help them solve their first aid, safety & fire protection needs.
• Self-starter with the ability to work independently and manage multiple priorities  
• Experience working with CRM, ERP and eCommerce systems (Preferred)
• Excellent organizational skills and attention to detail   
• Adequate skills with Microsoft products like Outlook/Email, Teams, Excel.
• Comfortable working in a fast-paced, goal-driven environment  
• Team player, willing to go above and beyond to achieve success with your location and the company overall
• A valid driver's license and ability to pass a drug and background check
   
   

Physical Requirements:

• Prolonged periods of sitting at a desk, talking on the phone, attending virtual online meetings, and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Regularly required to stand, walk, talk, hear and have full use of hands. The employee is occasionally required to sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  
• Ability to safely work from a ladder, and in some case, a man-lift. 
• Must be able to operate a motor vehicle and travel when needed.

We are an equal opportunity employer that welcomes and encourages diversity in the workplace. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.