Customer Success Specialist II

Overview

Liaison managing customer orders, billing, and service requests from start to finish

Key Responsibilities

• order processing
• delivery coordination
• billing management
• crm management
• document management
• customer support

Tasks

-Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems. -Confirming delivery and returns, along with initiating billing of order; provide post-delivery/return follow up -Handle all New Delivery and Return Work Orders -Updating pending orders as required through Big Machines and upsell value added products and services when possible. -Process transactional orders to ensure accuracy, which includes: -Collecting accurate insurance certificate or ensure customers are enrolled in WS program prior to delivery. -Manage large volume of inbound/outbound calls; generate sales leads and upsell opportunities -Strive for first call resolution to customer questions/requests. -Collecting relevant customer information such as invoicing email addresses and ability to pay via ACH to adhere to WS preferred method of invoice and payments; update transmittal rules and file required documentation in electronic folders. -Obtaining and processing tax exempt certificates as applicable. -Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents -Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions. -Provide accurate, valid, and complete information by using the right methods/tools -Serve as the primary point of contact for customer transactions from initiation of order through time of return -Build sustainable relationships and trust with customers through open, proactive communication -Communicates with the customer all details of Return Cases and the charges associated with the request: Relocation Cost, XRF, Early Term, Outstanding balance -Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues. -Purchase Orders after delivery (Status-11) -The Work Order Specialist is responsible for the following: -Handling of billing issues that are currently sent to the BC and providing resolution -Purchase Orders during delivery process (Status-4) -Managing service requests in Customer Relationship Management (CRM) including triaging to resolve issues over the phone, creating service tasks, communicating with customer when service has been scheduled, and post completion to ensure the issue was resolved satisfactorily and billed if required. -Proactively contacting to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit. -Operate as primary Customer Success contact for assigned branches -Change Actions during delivery process -Follow communication procedures, guidelines, and policies -Requesting manual invoices and processing credit card payments or checks to meet credit requirements -Obtaining and processing signed lease agreements/contracts and/or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program. -Providing general customer success support, including but not limited to: receive and resolve incoming calls for the CSS team, proactively call customers nearing lease end to discuss lease renewal options, coordinate onsite takeovers and relocations, process change requests, follow-up on credit denials, answer invoice questions, process payments, obtain and process expired PO’s, and escalate to specialists as needed. -Form and maintain good relationships with external and internal customers at all levels of the organization.

Requirements

• order management
• salesforce
• sox compliance
• college degree
• customer support
• ms office

What You Bring

-Level 3 – 6 months experience with dual certification of order management and billing coordination -Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com experience is a plus. -Exhibits a high attention to detail -Sox Compliance -Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers. -College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered. -In order to successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the work environment to receive training/coaching as well as to interact with peers as necessary. The employee must be able to verbally communicate with employees, co-workers and customers in person and by phone. Travel for trainining may be required. -Proven customer support or customer service experience with the ability to work independently in a fast-paced environment and collaborate with team to support customer success. -Experience in customer service, logistics, hospitality, retail, or rental industry preferred. -Customer orientation and ability to adapt/respond to different types of personalities. Passionate about understanding customers’ needs and working with customers in a consultative manner to meet and exceed their needs and expectations. -Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills with the ability to multi-task, prioritize, and manage time effectively.

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Benefits

-Lease Renewals -Career progression and Cross Training Opportunities:

About Willscot

-Pioneered the use of modular office spaces. -Rebranded in 2024 with the tagline 'Right From the Start'. -Offers solutions such as construction site offices, temporary classrooms, event spaces, and mobile healthcare clinics. -Specializes in providing modular offices, classrooms, blast-resistant modules, and climate-controlled storage units.

Sector Specialisms