Customer Success Specalist

Hi there! Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We’re looking for a Customer Success Specialist to join our amazing team in Leominster, Massachusetts. You will play a key role in striving for overall customer satisfaction and reference-ability, building and managing long-term business relationships with our customers. The focus of this position is customer success and satisfaction!

ABOUT AMPAC ENTERPRISES, INC

Specializing in high quality sporting goods for over 60 years, Ampac Enterprises Inc. is a family business that designs & distributes baseball and softball products for the All-Star brand (www.All-StarSports.com).

We take our jobs seriously so our customers can play the game they love while looking and feeling great in their gear. We aim to provide top notch service, which is why we have a team with the best talent in the business to maintain our “work hard, play hard” company culture.

Mission: Move Forward Rise Above. Constantly improve & innovate for the benefit of customer and company.

JOB DESCRIPTION:

The Customer Success Specialist will be a key member of the Operations Team. The CSS is primarily responsible for managing at-once and annual booking orders from inception to completion to ensure complete customer satisfaction, providing customers with recommendations and feedback on the best equipment for their individual needs, and providing the best support possible with warranty claims.

The CSS supports customers by providing helpful information around gear functionality and sizing, answering questions, and responding to complaints in a timely manner. They are the front line of support for customers, and they help ensure that all are satisfied with exceptional service.

At times, CSS could be called upon to assist with other duties outside of what is listed above. This includes, but is not limited to the following: Warehouse Shipping & Return Processing, Inventory Counting, Order Archiving, etc.

As a member of the team there is a high expectation of punctuality, professionalism, working well with other departments, making educated independent decisions, and maintaining a positive attitude.

What You’ll Do:

• Handle any escalated issues with customers as necessary
• Manage daily order volume and respond promptly to customers within 24–48 hours
• Manage several key accounts / dealers that typically have high order volume
• Collaborate with the CSS team / VP of Operations to build new processes and strategies to help ensure consistency and efficiency across the team
• Problem solving and critical thinking with gear functionality as they arise
• Promote customer satisfaction and loyalty by demonstrating an understanding of their needs and delivering products and services that help them meet their objectives
• Serve as a customer advocate while capturing customer feedback and reporting requests to management within Operations, Purchasing, Marketing, Product Development, and Finance
• Maximize customer operational performance by providing necessary resources and technical advice / resolving problems

What you need to bring:

• At least 1 year of prior office experience / data entry experience is required
• Computer application literacy – must have experience using Microsoft Suite (Outlook; Excel; Word)
• Excellent oral and written communication skills
• Problem solving, multi-tasking and critical thinking skills are a MUST in this role
• Strong organizational skills – attention to detail is KEY
• Reliable team player
• Professional phone skills
• Have a good sense of urgency / punctual / good attendance
• Ability to effectively manage multiple priorities and activities
• Prior experience using ERP systems is a large bonus – All-Star runs on NetSuite
• Accurate data entry skills, problem solving ability and the ability to work effectively on a team
• Flexibility with taking on various office duties outside of normal job responsibilities, including anything needed to facilitate shipment of customer orders
• Maintain a positive attitude and be proactive

Why Ampac Enterprises?

We’re creative, customer-focused, and fueled by a culture that values people as much as products. Every member of our team plays an important role in our growth and success. We encourage innovation, reward initiative, and believe in working hard while having fun. Ensuring that each member of our team feels fulfilled and on track to becoming the very best employee they can be is important, and we encourage our people to discover new ways of achieving specific goals. We fully believe that each and every individual part of our organization provides value, a new perspective and progress to Ampac’s growth and success.

What’s in it for you?

• Medical, dental & vision insurance
• Paid time off (PTO)
• Annual 10% bonus dependent on company & employee performance
• 401(k) Plan with matching
• Birthday Holiday
• “Dog Fridays” – employees alternate bringing their dog into the office on Fridays
• Half-day Fridays during the summer months
• Weekly ice cream truck during the summer months
• … and enjoy a range of other fun benefits!

Equal Opportunity Statement:

Ampac Enterprises Inc. is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic in accordance with applicable laws.