Supplier Success Professional
2 months ago
Avetta is seeking a highly motivated and detail-oriented Supplier Success Professional to join our team. As a key member of our customer support team, you will play a critical role in developing and maintaining a world-class prequalification system for contractors, suppliers, and vendors.
Key Responsibilities:
- Provide exceptional support to Avetta customers through various communication channels, including phone, email, and chat.
- Research, clarify, and resolve customer issues, providing solutions and alternatives to achieve desired outcomes while focusing on customer experience.
- Prioritize and resolve customer needs in a timely and efficient manner.
- Verify details on regulatory documents with accuracy.
- Record interactions in Service Cloud (SFDC) and provide necessary outbound follow-up.
- Analyze and report product malfunctions, updating internal databases with technical issues and customer discussions.
- Educate customers on new features and functionalities, gathering feedback to share with Product, Sales, and Marketing teams.
- Communicate and coordinate with internal departments to ensure seamless customer support.
Requirements:
- Experience as a Customer Support Specialist or similar role.
- Excellent communication skills, both written and oral.
- Ability to actively listen and think critically.
- Working knowledge of PC applications, with an advantage in the IT industry.
- Interpersonal skills, problem analysis, and problem-solving abilities.
- Attention to detail and accuracy, adaptability, and self-motivation.
Metrics That Matter:
- Customer Satisfaction (CSAT) Survey Scores.
- Number of calls, chats, and cases as defined by the department.
- Quality Scores.
- Adherence and Productivity.
- Regular and Predictive Attendance.
About Avetta:
Avetta is a leading provider of supply chain risk management solutions. We empower organizations to make informed decisions about their suppliers and partners, ensuring a safer and more sustainable supply chain.
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