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Job Description


Customer Success Manager


Shipwell(R) is transforming the supply chain industry by replacing opaque and manual processes through a tech-enabled, fully connected logistics ecosystem with more than 500,000 carrier partners. Our platform uses machine learning to analyze over 100 million rows of real-time data every day, reducing waste and friction, delivering better business intelligence, and driving continuous improvement across our customer supply chains. Shipwell is proud to be recognized by industry experts as a leader in shipping and logistics, including FreightTech 25. 


 


Our Culture


Shipwell is a fast-paced, high-energy start-up that strives to build the future of shipping every day. Diversity of thought and cross-department collaboration is very important to us. We deliver open, honest, careful communication and work as hard as we play. We create & deliver solutions that are revolutionizing the industry, which brings excitement and purpose to our work. If you are looking for a place that will help you tap into your best work-self and give you hands-on experience building something big, then we invite you to come and build the future of shipping with us!


What you'll do when you get here:

  • Managing client relationships from onboarding through renewal and serving as the named point of contact for customer accounts

  • Driving adoption, comprehension, and utilization of Shipwell products in customer organizations

  • Managing all aspects of customer onboarding projects including customer satisfaction, project deliverables, and coordination of internal tasks

  • Collaborating with internal resources from Sales, Product Management and Engineering to complete onboarding on time and within scope

  • Creating Shipwell advocates and experts through consultative training sessions (mostly remote via web conference, with some in person) and providing exemplary support

  • Gathering feedback from customers to deliver to Product and other internal teams to further improve the user experience

  • Troubleshooting and triaging customer reported issues by utilizing product expertise and working with internal stakeholders to resolve these issues efficiently  

  • Addressing product-related questions from customers through clear and timely communication, and building out a repository of accessible customer-facing resources to address future inquiries 

  • Becoming a Shipping Hero by building deep knowledge both of the features and functionality within Shipwell products, and of the processes and operations within customer organizations


 


What you need to have:

  • Experience helping users adopt SaaS products

  • The ability to upsell products

  • Experience managing projects and meeting deadlines

  • Experience in a customer service related position with strong verbal and written communication skills

  • Strong time management, prioritization, and organizational skills, with attention to detail and ability to meet tight deadlines.

  • Confidence and motivation to creatively solve problems

  • Self-motivation, team-orientation, and adaptability

  • Willingness to learn, multitask, manage multiple concurrent projects, and work in a fast-paced agile environment.

  • Bachelor's degree and at least 3+ years experience working in either Implementation, Account Management, or SaaS Customer Service


 


What is Preferred:


  • Logistics Industry Experience

What we offer:



  • 401k

  • Career growth opportunities

  • Friendly and inclusive company culture

  • Team building events and office celebrations

  • Competitive compensation with company stock options

  • Company sponsored healthcare, dental, and vision insurance

  • The kitchen is fully stocked with local coffee, drinks, and snacks

  • An open work environment where everyone has a voice

  • Subsidized gym, cell phone, learning and commuter reimbursements. Oh yeah, and entertainment reimbursement, we've got you covered!

  • An exceptional team of passionate, bright, and inspirational coworkers


 


Shipwell is an Equal Opportunity Employer and we will not tolerate discrimination or harassment of any sort. We do celebrate diversity and believe experience comes in different forms; many skills are transferable; and passion goes a long way. Diversity in our team makes for better problem solving, more creative thinking, and ultimately a better product and company culture.


Even more important than your resume is a clear demonstration of impact, dedication, and the ability to thrive in a fast paced and collaborative environment. Shipwell strives to have an inclusive work environment; so if you are hard working & good at what you do then please come as you are.  We want you to contribute, grow, & learn at Shipwell and we encourage you to apply if your experience is close to what we're looking for.


We are looking forward to adding new perspectives to our team!



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Job Description


The Customer Success Representative is responsible for the daily communications and interactions between current customers and potential new customer leads. Being a part of the Customer Service division means you must be proficient and current on all consumer relations strategies and tactics, report daily to the Director of Customer Outreach, and show a strong sense of motivation and professional demeanor in order to thrive in our firm. Once proficiency is shown consistently from the Customer Success Representative, the opportunity to develop into more of a leading role will be discussed with the Director of Customer Outreach.



Essential Job Responsibilities:



  • Thoroughly track, organize and document all interactions with current consumers and potential new leads ensuring all departments are fully aware and all on track with one another


  • Consistently have contact between current customers and potential new leads in order to meet the membership requirements of the firm


  • Research and problem solve client issues by networking with other Customer Success Representatives who have seen success within the realm of the issue you are having


  • Attend additional training sessions and seminars provided by the firm to achieve a higher level of success


  • Build valuable relationships with clients to ensure the satisfaction of the clients brand line




Preferred Qualifications:



  • Bachelor’s Degree is preferred, however, can be replaced with 1-3 years of customer service experience 


  • Must have highly developed communication skills (written and verbal), interpersonal, problem-solving, and customer service skills


  • Must be able to work a full-time schedule for this particular role 


  • Demonstrated consistency in achieving and exceeding goals a and strong customer orientation




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Job Description


Labelmaster is an established and growing company that takes the complexity out of shipping Dangerous Goods and helps to make the world a safer place. We are looking for a passionate Customer Success Associate (CSA) to support our company in sales, marketing, account management and technical support.


Our CSA drives all areas of customer success, from account set-up and implementation to solving our Customers’ daily challenges.  We are proactive, and you should be too. We don’t wait for problems to arise.


In addition to Customer support, you will get to directly work with and support sales, marketing and product development! We are looking for a team player who is excited by the prospect of propelling the company forward in a number of different areas.


Essential Functions & Principle Accountabilities



  • Interact with our Customers via multiple channels, including phone and email

  • Ensure Customer satisfaction

  • Improve Customer facing processes and best practices

  • Convey core mission and values of our company

  • Assist the sales and marketing efforts of the company to deliver a WOW Customer experience

  • Update and expand the functionality of Customer Success Center

  • Efficiently manage and communicate Customer issues and opportunities reports

  • Currently, 2020, we are offering both physically present at the worksite as well as working remote



  • Meet daily phone coverage requirements 4-6 hours daily

  • Meet daily order entry requirements for assigned team

  • Answer & respond to customer questions within 24 hours

  • Attend and participate in weekly meeting

  • Answer phone within 7 seconds 

  • Answer customer questions

  • Take customer orders

  • Represent Labelmaster professionally at all times


 Additional Responsibilities



  • ISO compliance and support

  • Take responsibility for the safety of self and others at all times

  • Take responsibility to eliminate accidents, injuries & hazards at all times

  • Observe and act in accordance with all applicable laws & regulations & company policies

  • Other duties/projects as assigned


 


 Knowledge/Skills/Abilities



  • Reasoning ability – Ability to apply commonsense understanding to carry out detailed and involved written or oral instructions.  Ability to deal with problems involving many concrete variables in standardized and un-standardized situations

  • Has a strong sense of urgency

  • Thrives in a dynamic environment (can be flexible/handle ambiguity)

  • Exceptional verbal and written communication skills

  • Results oriented with a “Can Do” attitude

  • Proven ability to prioritize and manage multiple tasks at once

  • Highly collaborative but able to work independently

  • Inquisitive and committed to challenging the status quo in a constructive manner

  • Passionate about Customer Success

  • Experience with Microsoft-Nav and Salesforce a plus

  • Ability to work overtime when needed

  • Basic math skills

  • Good problem-solving skills

  • Very good time management skills


Education/Training/Experience



  • High School diploma or equivalent

  • 2 year customer service experience preferred


Technology



  • Enter/Retrieve order, product, pricing and Customer data in ERP system

  • Experience with Microsoft-Nav and Salesforce a plus



  • MS Office skills

  • Good keyboarding skills


Personality Characteristics



  • Punctual

  • Self-Motivated

  • Positive upbeat attitude

  • Customer focused

  • Group participant

  • Professional
     


Essential Physical Demands



  • Sitting

  • Lift and/or moving materials up to 10 lbs.

  • Carrying up to 10 lbs.

  • Visual acuity

  • Reaching with hands and arms

  • Talking clearly

  • Hearing

  • Use hands to finger, handle or feel objects, tools or controls

  • Repetitive motions

  • Reaching

  • Bending

  • Standing

  • Climbing

  • Crouching


   Primary Environment



  • Indoor work environment

  • Ambient room temperatures

  • Lighting & traditional office equipment as found in a typical office environment


 


 


 


EEO Employer – Veterans and IWD are strongly encouraged to apply


Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity and affirmative action in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing jhollins@labelmaster.com.


Pay Transparency Policy Statement - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.



Acknowledgements & Consent


American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:


Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and


Conditional on the satisfactory result of any drug and/or alcohol, medical examinations, other tests, educational requirements, educational verification, criminal and/or credit record check, satisfactory references and/or background check that ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.


I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information, including omissions may result in my not being hired or, if already hired, in my dismissal.


I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation, whether enforceable or not, for cause.


I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize, now and in the future, all persons, companies, schools, former employers, credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC, now and in the future, to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doingso.


If I am hired, I will completely read and remain familiar with ALC's Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at 800-358-6200 x2300


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Company Description

At Labelmaster, we help businesses take the complexity out of hazmat transportation to make the world a safer place. We develop really cool software that all kinds of businesses need to keep their stuff moving across the globe. We’ve been around for 50 years and our software is in nearly all Fortune 100 manufacturing, healthcare, automotive, transportation and other businesses that need to move hazmat (or Dangerous Goods).


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