Customer Success Rep

Description

TMI Acquisition LLC is one of the world's largest manufacturers of temporary and semi-permanent tattoos, producing millions of units a day in Tucson, Arizona to U.S., Canadian, and EU safety standards. We combine specialty printing and manufacturing with consumer products in a category where FDA cosmetic regulation and USA-based production create a genuine competitive moat. Our owned brands include Temporary Tattoos, California Tattoos, and Industry Print, alongside a substantial OEM and wholesale private label business.

After three decades as a wholesale manufacturer, we are rebuilding the company as a modern, multi-channel brand platform on a single production floor. This is a deliberate transformation, backed by new leadership, new systems, and real investment — an unusual moment to join.

A Customer Success Rep plays a pivotal role in driving customer satisfaction and loyalty by ensuring that customers receive maximum value from a product or service. A CSR is the customer’s advocate ensuring they have a seamless and positive experience with our brand. Your keen listening skills will uncover and address any issues or concerns promptly, improving satisfaction and fostering a positive customer experience.

Works With:

· Customer Success Manager

Duties/Responsibilities:

· Provide customers with "exceptional customer service" on every phone call and email.

· Ensuring the timely and successful delivery of products according to customer needs.

· Answering customer questions with a "one call response" to their satisfaction.

· Provide product recommendations, sales suggestions or other help as requested.

· Provide instant, on-phone customer quote requests or 2-hour turnaround for complex quotes.

· Respond to client inquiries, resolve issues promptly to ensure a seamless customer experience.

· Collaborate with Customer Success Manager on accounts and growth opportunities.

· Work across internal teams for product updates to ensure customer satisfaction.

· Address concerns making communication tailored, smooth and easy.

· Monitor team success by tracking KPIs for customer satisfaction, retention rates and account growth.

· Tag team CRM board management with Customer Success Manager.

· Communicate important customer feedback internally.

· Staying up to date with new products or industry trends

Requirements

Required Skills/Abilities:

· Demonstrated ability to drive the sales process from quote to close.

· Proven ability to articulate the distinct aspects of products and services

· Professional demeanor and excellent verbal and written communication skills.

· Strong relationship-building skills to foster trust and client partnerships.

· Problem-solving mindset with ability to troubleshoot and identify solutions for client success.

· Strong organizational and multitasking skills, capable of managing multiple accounts and priorities.

Education and Experience:

· 3+ years of experience in account management, sales, or customer relationship roles.

· Knowledge of Microsoft Office, Outlook, CRM systems.

· Promotional products industry knowledge a plus. 

· DCD Experience 

· CPG Experience

· B2B Experience 

Physical Requirements:

· On-site position. - Scottsdale Office

· Prolonged periods of sitting at a desk and working on a computer.

· Potential travel to 1 tradeshow per year includes unpacking, set up and dismantle.

· Support tradeshow logistics with on-site prepping of tradeshow booth shipments.

· Must be able to lift 15 pounds at times.