Client Success Lead

Job Title: Client Success Lead

Location: Remote (Global)

Company: Pro Coffee Gear

Pro Coffee Gear, a rapidly expanding e-commerce company specializing in coffee equipment, is seeking a dedicated and proactive Client Success Lead to join our team. This remote role is integral to our company's growth and client satisfaction, involving various business-critical functions.

Responsibilities:

• Sales Enablement: As a Client Success Lead, you'll facilitate email and text communications for our consultative sales process, including draft emails and Shopify checkouts. Your role will also extend to managing 3rd party sales channels and social channels.
• Quote and Invoice Creation: Generate quotes and invoices for customers through Shopify, QuickBooks, and other sales channels, ensuring accuracy and timely delivery.
• Client Success: You'll handle queries from clients about their equipment, coordinating professional installation, and addressing any operational issues. This role will require you to work closely with our aftersales lead to ensure top-tier client service.
• Shipping, Damage & Returns Management: Oversee shipping logistics and coordinate claims related to damages and returns. You'll manage communication with our clients about these issues and ensure appropriate actions are taken promptly.
• Aftersales Orders: Post-purchase, you'll assist clients with subsequent orders of related items such as parts, filters, and accessories. This will involve some research and coordination for items not listed on our website.
• Process Improvement: With a unique view of recurring activities, you'll be able to suggest automation and streamline opportunities to increase efficiency within the company.

Qualifications:

• Experience in client-facing roles, with a proven track record of exceeding customer satisfaction goals.
• Strong communication and interpersonal skills.
• Ability to handle complex logistics and operations tasks.
• Proactive problem-solving abilities.
• Familiarity with the e-commerce sector, particularly Shopify and QuickBooks, would be beneficial.
• Knowledge of coffee equipment and industry is a plus.

Please note: All applicants must submit their CV in English. CVs in other languages will automatically be disqualified.

At Pro Coffee Gear, we believe in the strength of diversity and equal opportunities for all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

If you are passionate about coffee, client satisfaction, and improving operational efficiency, join our team and help us empower the craft of professional coffee. Apply now!