SUNPAN

Customer Success Manager

• Maintain and manage customer accounts within assigned territories.
• Respond promptly and professionally to incoming calls, emails, and customer inquiries.
• Process and enter orders accurately and efficiently.
• Monitor the full order lifecycle to ensure customer requirements and delivery timelines are met.
• Track orders from entry through delivery, proactively identifying and resolving delays by coordinating with the warehouse.
• Follow up on outstanding items, including backordered products and pending order updates.
• Handle customer payment collection via credit cards, wire transfers, and cheques.
• Resolve customer concerns and conflicts with patience, empathy, and professionalism.
• Research and review account information to ensure accuracy and completeness.
• Collaborate and communicate effectively with cross-functional teams as needed.
• Perform additional duties and responsibilities as assigned by the Customer Service Manager or management.

Customer Success Representative

Ecommerce

• Manage the day-to-day operations of the company website and customer portal
• Collaborate with web development agencies to plan and implement site enhancements
• Conduct UAT and provide timely feedback to meet release schedules
• Ensure site stability after releases and resolve website issues
• Address customer and staff issues involving portal access, product visibility, pricing, and inventory discrepancies
• Curate product presentation using digital merchandising tactics with Marketing, Product, Creative, Sales, and Inventory teams
• Implement key web-page redesigns with UX/UI designers and web agencies according to WCAG accessibility guidelines
• Monitor, maintain, and optimize SEO performance
• Develop and execute a web content calendar for content refreshes, product launches, trends, and marketing campaigns
• Conduct site checks, audits, and QA for content accuracy and functionality
• Maintain website and customer portal user manuals
• Optimize user experience using customer journey mapping, personas, and personalization
• Report on website performance, search terms, traffic trends, user behavior, and SEO keyword rankings
• Monitor competitor websites and communication strategies
• Recommend website tools, features, functionality, design concepts, and marketing strategies
• Perform ad hoc tasks supporting evolving business needs

Customer Success Representative

Website Specialist, Shopify B2B