Customer Success Executive Job Overview

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 interfacing with Eezee.

Job Interactions & Interface:

This role interacts with cross-functional teams: BD, Seller Team, PIMS, L&F, Order Management Team, 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 Fulfilling sourcing requests
   o Pushing quotations through Eezee system (QnF; liaising with Seller 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 account
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 ST
   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, Buyer 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
8. Experience in Customer Success is a must
9. Experience in Outsourced Procurement/Sourcing is highly preferred but not required