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Inside Service Manager

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Benchmark Tool and Supply

2024-10-03 13:40:17

Job location Raleigh, North Carolina, United States

Job type: fulltime

Job industry: Other

Job description

Job Description

We are seeking a results-driven Inside Service Manager focused on providing Benchmark's customers with exceptional experiences by cultivating long-term customer relationships. The ideal candidate will closely collaborate with customers to help develop and implement proactive strategies based on a thorough understanding of their business requirements. Additionally, the CSM will work with multiple internal Benchmark teams (Sales, Support, Service, etc.) to ensure superior customer satisfaction. This position will involve working in an office environment as well as occasional customer site visits as needed.

Position Duties and Responsibilities:

Work cross-functionally within Benchmark to help our customers achieve success

Identify and assess customer needs to help them achieve their end goals

Document activities in NetSuite Customer Relationship Management (CRM) software to improve communication and overall client satisfaction

Establish regular customer contact cadences to showcase Benchmark's interest in their successes

Continuously evaluate Benchmark processes and provide feedback for opportunities for improvement

Send Net Promoter Score (NPS) surveys on standard cadences and analyze responses to aid in Benchmarks customer excellence initiatives

Provide Technical Support assistance via our telephone phone support system

Handle customer escalations with high priority by engaging the proper Benchmark resources

Establish and track Key Performance Indicators (KPI) and service Level Agreements (SLA) related to customer success

Represent our products in a professional, ethical, and socially responsible manner to provide total solution support for our customers

Take ownership of personal development and continuous learning including attending required training sessions, seminars, and tradeshows

Perform other duties as assigned by management

Inform a friend!

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