Customer Success & Experience Specialist

About the role

The Customer Success & Experience Specialist is responsible for managing the entire customer journey, from initial contact and lead follow‑up to order execution, issue resolution, and long‑term relationship building. The role aims to improve customer satisfaction, retain existing clients, and drive revenue growth through upselling and cross‑selling.

Key responsibilities

• Handle inbound calls on the 800 number and other communication channels, record cases, and ensure follow‑up.
• Contact new leads, understand their needs, provide information, and support conversion in coordination with sales.
• Manage customer orders from confirmation through delivery, monitor status, and communicate updates.
• Receive and resolve customer complaints, coordinate with relevant departments, and confirm satisfaction after resolution.
• Maintain relationships with existing customers, reactivate inactive accounts, and work to reduce churn.
• Identify refill opportunities, encourage repeat purchases, and pursue upselling and cross‑selling.
• Collect customer feedback, monitor reviews, and contribute to service quality improvements.
• Audit sales transactions for data accuracy, identify process gaps, and support quality improvements.
• Monitor delivery processes and follow up with customers as needed.

Required profile

• Strong communication and interpersonal skills.
• Ability to manage multiple customer interactions and follow‑ups.
• Experience coordinating with internal teams to resolve issues.
• Customer‑focused mindset with a drive to improve satisfaction.

Required skills