Inside Sales & Customer Success Specialist
New Yesterday
Full-time
Description
As an Inside Sales and Customer Success Specialist at CITC Special Effects, you will play a crucial role in ensuring the satisfaction and success of our customers and authorized resellers by supporting our multi-channel go-to-market. You'll be responsible for building strong relationships, providing expert guidance, and delivering outstanding support to enhance the overall customer experience. Using your exceptional customer service skills and proven experience in sales, you will drive impact from pre-sale support through order fulfillment and ultimately customer satisfaction and success. This role is ideal for someone with a passion for customers, coupled with excellent communication and problem-solving skills.
Essential Duties and Responsibilities:
- Develop detailed understanding of the CITC Special Effects portfolio of machines and their associated consumables, accessories and parts.
- Build and nurture strong relationships with customers and resellers to understand their needs and goals.
- Act as the main point of contact for all incoming inquiries, ensuring customer satisfaction and loyalty.
- Maintain a proactive outbound customer contact process to cultivate customer relationships and follow up on opportunities and order execution.
- Identify and qualify leads through various channels, including cold calling, referrals, and networking with existing customers and strategic partners.
- Grow Sales Pipeline opportunities through outbound activities.
- Track and report on sales activities through Salesforce CRM.
- Using your learning mindset to dive into, and understand the customer journey, analyzing opportunities and increasing the rate of "wins".
- Stay updated on industry trends and competitor offerings to provide informed recommendations.
- Participate in all pre-sales activities, including product demonstrations and answering customer queries.
- Identify upselling and cross-sell opportunities to maximize customer value and revenue.
- Data and order entry, estimate creation, invoicing and sales operations reporting, with a sense of timeliness and ensuring the highest-level of accuracy.
- Address and resolve customer issues promptly and effectively, escalating as needed.
- Work closely with the technical support team to ensure timely resolution of technical challenges.
- Gather feedback from customers regarding their experiences and relay insight to internal teams for continuous improvement.
- Proactively identify areas for process optimization to enhance the overall customer journey.
Expected Behaviors Aligned with Cultural Values and Anchors:
- Collaborate and contribute with the team and organization, embracing the principle that Teamwork Matters to achieve shared success.
- Demonstrate sound judgment and a commitment to values and ethics, consistently Acting with Respect and Integrity.
- Provide proactive outreach via phone and email, embodying a mindset that Is Curious and Takes Action to meet customer needs effectively.
- Process customer inquiries with attention to detail and excellence, always striving to Set a High Bar in customer service.
- Process orders accurately and efficiently, ensuring alignment with and Championing the SFW for operational excellence.
- Resolve issues effectively while collaborating with the team, reinforcing the belief that Teamwork Matters in overcoming challenges.
- Manage complaints with humility and respect, ensuring every interaction Acts with Respect and Integrity to build trust.
- Collect feedback from customers, actively seeking insights and showing that Curiosity and Action drive continuous improvement.
- Track KPIs rigorously to benchmark world-class performance, exemplifying a commitment to Setting a High Bar.
- Ensure efficient and personalized customer experiences, consistently Championing the SFW to deliver exceptional results.
Required Education, Experience, and Skills:
- High school diploma/GED.
- Previous experience in an outbound call center or a related sale, customer success, account management or similar position.
- Proficiency in Microsoft Office and CRM
- Excellent communication skills, both verbal and written.
- Good organizational skills and the ability to multitask.
- Excellent phone and cold calling skills.
- Exceptional customer service skills.
- Strong listening and sales (closing) skills.
- Demonstrated ability to achieve stretch targets.
- Ability to work collaboratively in a fast-paced, team-oriented environment.
- Optimistic, problem-solving mindset.
- Proven track record of meeting or exceeding goals.
Preferred Education, Experience, and Skills:
- Associates degree or higher
- Understanding of technology platforms, sales processes, and customer support best practices
- Logistics, freight and shipping experience.
- Distribution and ecommerce channel experience.
- Special effects, theatre, or live event production experience.
Physical Requirements and Working Conditions:
- Being physically present and available at our Monroe location.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
About CITC Special Effects
For over 30 years CITC has been enhancing TV and movie productions and live events with artificial snow, fog, haze, bubbles, confetti, and foam. Our equipment and proprietary fluids and expendables have been used to create unique cinematography for major motion pictures, bring excitement to stadium concert and professional sporting events, enhance photography shoots for fashion catalogues, and add magic to amusement and theme park attractions. We are passionate about delivering the most innovative special effects in the industry.
ABOUT SILVER FALLS CAPITAL
Silver Falls Capital is a private investment company, headquartered in the Pacific Northwest, focused on the acquisition and successful long-term operation of privately held companies. We acquire companies in attractive end markets and bring strategic and operational expertise, talent and investments to help those companies reach their full potential. Omni CleanAir, SportWorks, BirdBuffer and CITC are wholly owned subsidiaries of Silver Falls Capital.
All qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, marital status, age (over 40), or disability (including AIDS, and cancer-related medical condition).
Salary Description
$27.50-$31.50/hour
- Location:
- Monroe
- Job Type:
- FullTime