ID – Customer Success Executive

The Customer Success Executive reports to the CS Team Leader and is responsible for supporting the commercial growth of Eezee through ensuring our customers get a delightful experience while building commercial relationships with new and existing customers.

Job Interactions & Interface:

This role interacts with cross-functional teams: BD, Operations, Seller, PIMS, L&F, Finance, HR, etc.

This role reports to: CS Team Leader

Key Responsibilities

1. Responsible to handle all customer queries from all engagement channels (Calls, Email & Chat)

2. Ensuring customer enquiries are addressed in a timely manner in the areas of:

o Pushing timely quotations through Eezee system (QnF; liaising with Sourcing and Order Management Team)

o Updating customers on stock availability

o Updating customers on logistic arrangements

o Claim, exchange & refund

3. Working with Sales Team (BD) to ensure a seamless onboarding of Enterprise accounts

4. Gain deep familiarity with Key and SML account requirements in collaboration with the

Buyer and Account Management team

o Regular purchase cycles – trigger re-stock notifications and monitoring orders o Industry categorization by collaborating with BD or Seller Team

o Product requirements and criteria

o Understanding customer needs through active listening and need-based questions

5. Uphold customer service standards by being Eezee’s champion on:

o Voice procedures

o Being a partner to our clients, we represent client’s needs and requirements

o Building a relationship with our customers

6. Collaborating with Seller, Operations and PIMS (Product Category) teams to ensure a consistent tracking of key data points for reporting

7. Have a deep understanding of Customer SLAs targets and meeting department requirements in a collaborative manner.

Requirements:

• At least 1-2 years of experience in Customer Success is a must

• Experience in Outsourced Procurement/Sourcing/B2B is highly preferred

• Experience in supporting commercial/sales team in revenue generation

• Industrial savvy is highly preferred

At Eezee, we recognize effort geared towards producing results. High performers can get promotions, pay increments, and stock options as part of regular review.