Digital Customer Success Manager at Greif Inc. in Smyrna, Georgia

Posted in Other 5 days ago.

Job Description:

Greif offers a great working environment and the opportunity to make an immediate impact at a company where your ideas are always welcome.

Job Requisition #:

021779 Digital Customer Success Manager (Open)

Job Description:

Key Responsibilities

  • Support Customer digital platform build at various stages including User Experience and Interface design, platform testing with customers, gathering customer feedback.

  • Works with Greif stakeholders involved in the project to define and establish cross-functional collaboration processes around CDP in a way to deliver legendary customer experience.

  • Helps Greif customers with onboarding into digital platform to ensure high adoption levels and driving self-service customer activity.

  • Ensures customer orders placed on CDP are confirmed quickly and any changes in order status for orders placed through various channels are reflected online promptly.

  • Monitors customer facing information on CDP. Provides customers with necessary additional updates on CDP and addresses customer questions coming from online channel.

  • Advocates internally for providing exemplary customer service online and omni-channel experience. Supports internal Greif users with insights about CDP functionality and provides trainings if necessary

  • Collaborates with Greif Customer Service, Operations, Logistics, Sales and IT teams.

  • Obtains information from other departments when required to ensure highest level of customers service on-line.

  • Flags any issues related to CDP functionality including integrations with other Greif systems which might be impacting customer experience negatively.

  • Monitors statistics about customer engagement with online channel and provides insights to Customer Service, Sales, Marketing teams and IT teams.

  • Gathers customer feedback and advises CDP team on capabilities which need to be enhanced or developed to address customer needs.

  • Supports future roll outs of Greif digital platform to other regions and lines of business.

  • Performs other duties as assigned.

Education and Experience

  • Bachelor's degree (or higher)

  • Proven expertise in customer service roles within eCommerce businesses and experience in servicing customers in omni-channel environment with multiple internal stakeholders involved

  • Ability to succeed in performance-driven organizations while working in close cooperation with various functions and teams

  • Solid experience in working with eCommerce platforms

Knowledge and Skills

  • In-depth knowledge of customer service operations in omni-channel environment

  • Knowledge of eCommerce technologies and online customer service tools

  • Empathic team player with a problem-solving mindset

  • Open minded and innovative

  • Result focused and resilient

  • Learning on a fly


EEO Statement:


We offer a competitive salary, excellent benefits and opportunity for growth. Greif, Inc. is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran. For more information read Greif's Equal Opportunity Policy.
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