Summit Electric Supply is a successful and innovative 40+ year old electrical distributor, operating in a $110 billion industry. Learn more about us at summit.com.

Who We Are:

We are tenaciously driven to provide our customers with an unparalleled experience.
This is achieved through The Summit Way. It defines and drives who we are. It is our key differentiator. It is our foundation for success.

Role Summary: As a Customer Success Manager, you will be responsible for providing excellent customer service/support on Summit.com as Summit’s “Talk to a Pro” representative. You will be responsible for communicating with Summit.com users via phone call, email and/or web chat. This role includes providing overviews of available solutions, identifying new opportunities, answering consultative questions, and routing customers to the correct resources. This person will be responsible for following up with customers to ensure that their questions/requests were answered. The most important aspect of their role is the ability to ask discovery questions, quickly assess when there are additional opportunities beyond what the customer is immediately asking for and connecting the customer with the most appropriate internal resource.

Key Responsibilities:

• Triage inbound customer inquiries/requests and provide consultative solutions
• Communicate via phone, email, and chat in a timely and professional manner
• Provide detailed and accurate information about Summit’s products and services
• Identify new opportunities for customer engagement and sales
• Utilize a consultative approach to understand customer needs and identify opportunities for solution selling
• Route customers to the appropriate resources for further assistance
• Follow up with customers to ensure questions and/or requests have been answered
• Maintain accurate customer information in customer contact system
• Meet or exceed performance metrics for customer satisfaction and response time
• Collaborate and communication with associates throughout the company

Required Skills and Qualifications:

• Motivated to ask discovery questions
• Strong desire to help people and solve problems
• Ability to identify and explore potential opportunities
• Excellent customer service, communication, and interpersonal skills
• Experience in a customer-facing role
• Ability to work both independently and as part of a team
• Strong organizational and follow-up skills
• Proficient in using CRM and other customer service software
• Basic knowledge of electrical products
• High school diploma or equivalent

Beneficial Skills:

• Knowledge of Summit’s products, services, and solutions
• Prior experience in an inbound sales role, with a consultative approach is a plus
• Familiar with SAP, BI and other Summit tools
• Fluent in Spanish
• Bachelor’s degree

Physical Challenges

• Consistent sitting for many hours at one time. Majority of day (85%+) is spent sitting at desk.
• Must be able to lift 5 pounds on a regular and consistent basis.
• Regular and consistent use of keyboard.
• Ability to climb stairs on occasion.
• Majority of job is located inside store, during regular store hours of operation. Additional challenges may arise, at which time; Summit may revise this job description.

All your information will be kept confidential according to EEO guidelines.

Not sure if this position is right for you? Click here to submit your information to our recruiting team.

Summit is an equal opportunity employer. We are committed to diversity and inclusivity in all stages of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. We assess candidates based on skill, experience, and alignment with Summit’s mission and vision, regardless of race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, pregnancy, age and veteran or disability status.