Position Summary The Customer Success Specialist is a senior-level customer support and inside sales professional responsible for building strong customer relationships, identifying sales opportunities, and delivering exceptional service to both customers and key end-user accounts. This role serves as a technical and commercial resource, providing product expertise, managing complex customer requirements, supporting large strategic accounts, and contributing to revenue growth through a consultative sales approach.

The incumbent applies extensive product knowledge, industry experience, and sound judgment to resolve customer issues, process complex orders, and support the development of team members. A high degree of initiative, creativity, and customer focus is expected.

Key Responsibilities Customer Service & Relationship Management Provide front-line customer support by responding to incoming calls, emails, and inquiries in a professional and timely manner. Resolve customer concerns, conduct order follow-up, and ensure a high level of customer satisfaction. Develop and maintain professional relationships with customers and strategic end-user accounts. Act as a trusted advisor by understanding customer needs and recommending appropriate tooling solutions. Sales & Business Development Internal management of large end-user accounts to drive sales growth and strengthen customer partnerships. Generate and qualify leads for the outside sales team. Utilize a consultative selling approach to uncover customer requirements and recommend value-added solutions. Support customer retention and revenue growth through proactive account management. Technical Product Support Maintain a comprehensive understanding of the company's product lines, tooling applications, and industry practices. Provide technical assistance and product recommendations to customers and internal stakeholders. Research and respond to customer inquiries related to product performance, quality concerns, and technical issues. Serve as a subject matter resource for specialized products and strategic accounts. Order Management & Administration Process customer orders, quotations, and special orders accurately and efficiently. Handle high-complexity special-item orders requiring detailed coordination and problem-solving. Ensure all customer requirements are met in accordance with company policies and procedures. Maintain accurate information within company systems and records. Continuous Improvement & Team Support Identify opportunities to improve processes, policies, and customer service practices. Support compliance with company policies, procedures, and applicable regulations. Assist in onboarding and training less experienced team members. Promote the organization's values, culture, and professional image with customers and within the community. Perform other duties and special projects as assigned.

Qualifications Required Experience Minimum 5 years of experience in an industrial tooling inside sales environment. Minimum 5 years of customer service experience. Experience managing customer relationships and supporting sales growth initiatives. Experience supporting or training other team members. Experience working with international customers or contacts. Required Skills & Competencies Strong customer service and relationship-building skills. Excellent verbal and written English communication skills. (French language skills considered an advantage) Professional telephone manner and strong interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. Strong problem-solving and analytical abilities. Advanced product knowledge and ability to provide technical support. Ability to perform complex mathematical calculations and pricing analysis. Proficiency with Microsoft Office applications. Strong organizational skills and attention to detail. Education High School Diploma, GED, or equivalent required. Preferred Qualifications Experience working with Enterprise Resource Planning (ERP) systems. Additional technical, business, or sales-related education is considered an asset.

Leadership & Development Expectations Serve as a mentor and resource to Customer Service employees at lower levels. Share knowledge and best practices to support team development. Demonstrate initiative, accountability, and sound decision-making in handling customer and business requirements.

Distinguishing Characteristics The Customer Success Specialist role represents an advanced level within the Customer Success function and encompasses all responsibilities and competencies of Customer Service level I and II, with additional emphasis on: Management and development of large strategic end-user accounts. Generation of new sales opportunities and consultative selling. Processing of complex and specialized customer orders. Training and mentoring team members. Advanced technical product knowledge and customer support capabilities. Greater autonomy, judgment, and influence on customer satisfaction and business growth.