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Customer Success Associate

Tampa, FL · Customer Service
Bäumer of America, Inc.
Is expanding fast – Looking for dedicated

Customer Success Associate

Tampa, FL

Salary & other compensations:

Depending on your experience and performance record, we offer $18.00 to $24.00 per hour. Additionally, we offer:
  • Paid vacation
  • Holiday pay
  • Medical/Dental Insurance
  • 401K plan

Note: You must have experience ordering parts, making offers, as well as advising and interaction with customers.

About our company:

At Bäumer, our business is to cut foam – we manufacture, sell, and service machines that cut foam. As the market leader, we have been offering customized, comprehensive and intelligent concepts and solutions for our customer’s production worldwide for over 75 years. We advise on everything from individual foam cutting machines to complete systems.

Our Location: 5450 Johns Road, Tampa, FL 33634. Schedule: 7:30 am to 5:00 pm. You must be available during some weekends. Our website: www.baeumer.us

Your schedule: Full time – overtime expected as needed. Monday through Thursday 7:30AM – 5:00PM - Every other Friday 7:30AM – 4:00PM

Your Mission & duties as Customer Success Associate:

As a Customer Success Associate, you will Respond to customer inquiries and provide administrative support to the Service Sales team. Some daily responsibilities:
  • Respond to inbound customer inquiries to replace spare parts that are impaired or worn down
  • Look up part numbers, provide quotes, process orders, and communicate confirmations to customers
  • Prepare accurate and complete purchase orders; maintain purchase records throughout the procurement process
  • Track status of shipments to customers and research shipment delays
  • Monitor outstanding quotes and convert into sales
  • Follow quoting and order process for spare part requests from Field Service Technicians
  • Process blanket purchase orders for customers committing to an annual quantity of parts
  • Maintain regular communication with customers on order updates and service requests
  • Ensure that customers are satisfied with products or services
  • Resolve customer challenges and escalate queries and concerns when appropriate
  • Consult with Service Director and Service Sales Managers for discount approvals on spare parts
  • Support Service Sales team members in researching delayed orders, finding part numbers, providing quotes, and other administrative requests that support the order process
  • Maintain clear and consistent message about the quality of Bäumer products and end – to – end services provided to retain customers
  • Regularly liaise with Service Sales Team to support their systems and processes; collaborate with other departments to serve customers
  • Contribute ideas to improve department procedures and processes
  • Maintain strong customer relationships by handling questions and concerns with speed and professionalism
  • Maintain accurate and up – to – date customer and machine information in Business Central
  • Maintain records of customer interactions with details of inquiries, outcomes, quoting process, shipping, complaints, updates, and general comments
  • Develop proficiency in company software including but not limited to Microsoft Office, Business Central, and Docuware
  • Follow documentation protocols and processes for tracking productivity
  • Perform other duties as assigned
Required experience and qualifications:
  • 1 to 2 years customer service experience
  • High School Diploma or equivalent
  • Intermediate skills with Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint)
  • Able to type at least 60 words per minute
  • Basic skills with Enterprise Resource Planning (ERP) and Customer Relationship Management software (CRM) such as Business Central
  • Fluent in English - Bi-lingual is a plus.
  • Note: You must have experience ordering parts, making offers, as well as advising and interaction with customers.

Preferred soft skills and personality characteristics:
  • Flexible and Adaptable
  • Positive attitude
  • Sees opportunity in challenges
  • Open minded and persistent
  • Collaborative
  • Willingness to Learn
  • Willing to develop cross-functional expertise
  • Empathy
  • Active Listening
  • Communication skills
  • Problem Solving
  • Responsive – great Time Management
  • Attention to Details
Thank you for sending your application online.

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