Customer Success Associate

About the Role We are looking for an enthusiastic and customer-focused Customer Success Associate to join our growing team. In this role, you will be the primary point of contact for customers via phone and email, helping them with sales quotes, order processing, product questions, and general support. You will play a key role in maintaining strong customer relationships and ensuring a positive, consistent customer experience. This position is ideal for someone who enjoys problem-solving, building relationships, and working in a fast-paced, team-oriented environment. You will report directly to the Director of Customer Success and collaborate closely with internal sales, marketing, and distribution center teams. Key Responsibilities Answer incoming phone calls and emails from customers and prospects Provide sales quotes, product information, and general company information Accurately take and process customer orders, returns, exchanges, and cancellations Enter, update, and maintain customer records and interactions in the CRM system (sales force) Ask thoughtful, probing questions to understand customer needs and requirements Resolve customer issues and complaints professionally and efficiently Escalate unresolved or complex concerns to leadership when appropriate Proactively reach out to existing customers to check in, provide updates, and request feedback Notify customers of late shipments, delays, or product availability issues Monitor stock levels for standard and special-order items and communicate updates to customers Direct prospects to sales support staff when needed Assist with marketing and customer engagement initiatives as assigned Respond to customer reviews and help turn negative experiences into positive outcomes Assist with internal projects and administrative tasks as requested by the Director of Customer Success. Coordinate with distribution centers to support accurate and timely shipping Review picklists and assist with invoice processing Help document product knowledge into helpful guides or reference materials Requirements 1-2 years of experience in a phone-based customer service or call center role preferred Strong communication, critical thinking, and interpersonal skills Comfortable discussing products over the phone and handling objections or complaints Ability to learn products and services quickly and explain them clearly to customers Tech-savvy with working knowledge of CRM systems and Microsoft Office Ability to multitask, stay organized, and work efficiently in a fast-paced environment High school diploma required Spanish-speaking ability is a plus (preferred) Call center experience is a strong plus What We Offer Weekends off Paid Holidays (after first 90 days) Full kitchen available for breaks and lunches Free snacks and utensils provided Pet-friendly office environment Family-oriented company culture Supportive team with opportunities to learn and grow Our Goal Our goal is to deliver world-class customer service while strengthening relationships with our existing customers and supporting company growth. If you take pride in helping customers, enjoy learning new things, and want to be part of a supportive and welcoming team, we'd love to hear from you.

Job Type:

Full-time Pay:

$18.00 per hour

Benefits:

Paid time off

Experience:

Customer service: 2 years (Required)

Language:

Spanish (Preferred)

Work Location:

In person