Customer Success Representative

Southwire Company, LLC
parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)
United States, Georgia, Carrollton
Feb 15, 2025
A leader in technology and innovation, Southwire Company, LLC is one of North America's largest wire and cable producers. Southwire and its subsidiaries manufacture building wire and cable, utility products, metal-clad cable, portable and electronic cord products, OEM wire products and engineered products. In addition, Southwire supplies assembled products, contractor equipment, electrical components, hand tools andjobsite power and lighting solutions. The company also offers digital solutions including contractor planning and utility grid resiliency as well as field services including cable testing, rejuvenation and replacement to support our customers as a value-add partner.We are proud to offer competitive compensation, employee benefits, tuitionreimbursement andunlimited growth opportunities. Ourmore thanseven decades of progressive growth can be attributed to our determination to developinginnovative systems and solutions, exercising environmental stewardshipand enhancing the well-being ofthe communitiesin which we work and live.How will you power what'spossible? Location:Firehouse Southwire Job Description The Customer Success Representative will handle inbound and outbound calls, providing training and support to customers while converting interactions into sales opportunities. Additionally, the Customer Success Representative will maintain and update the CRM database, assist with troubleshooting, and support the transition from sales to implementation. Monitoring customer satisfaction and compiling post-sale feedback will also be key responsibilities. Key Responsibilities * Handle inbound calls, answer customer queries, solve problems, and convert calls into sales opportunities. * Provide training and support to customers to maximize product or service usage and satisfaction. * Conduct outbound calls to existing retail store locations or corporate offices to discuss needs, propose solutions, and close sales. * Provide timely and accurate sales support to retail locations as needed. * Maintain and update CRM database with complete and accurate customer information, activity tracking, and sales forecasts. * Assist in addressing basic troubleshooting and problem resolution requests, escalating complex issues to senior team members as needed. * Support the transition process from sales to implementation by gathering and organizing relevant information for project management and technical teams. * Monitor customer satisfaction and product/service performance by collecting and organizing data from various sources. * Compile post-sale feedback from sales teams, contributing to the creation of reports and summaries for analysis. * Learn and apply standard operating procedures for post-sale support processes, ensuring consistency in service delivery. Education, Experience, and Skills Required Minimum Education Level: High School Diploma Years of Experience: Any Field of Expertise: Equivalent work experience Preferred Minimum Education Level: Bachelor's Specialized Degree: Business, Marketing, or related field Competencies Action Oriented Balances Stakeholders Collaborates Customer Focus Nimble Learning Plans and Aligns Benefits We Offer: 401k with Matching Family and Individual Insurance Packages (Health, Life, Dental, and Vision) Paid Time Off & Paid Holidays Long & Short-Term Disability Supplemental Insurance Plans Employee Assistance Program Employee Referral Program Tuition Reimbursement Programs Advancement & Professional Growth opportunities Parental Leave & More Southwire is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.