Customer Experience Specialist for Klondike Lubricants

As a Customer Success Manager at Klondike Lubricants, I was dedicated to ensuring exceptional service and satisfaction for our clients, particularly in the Maritimes Territory. My role involved collaborating across departments, managing client relationships, and overseeing operational tasks to drive growth and client success. Key responsibilities included:

Client & Business Collaboration: Actively collaborated with various teams, including operations, merchandising, and growth departments, to share client insights and feedback. This was essential in identifying business areas of improvement and ensuring client needs were communicated and addressed effectively.

Customer & Vendor Interaction: Interfaced with sales representatives, external customers, and vendors via inbound calls, web-based applications, and email. Provided support to help sell the brand’s services and ensured a smooth flow of communication with all stakeholders.

Credit Application Processing: Responsible for processing customer credit applications using the internal iQ Lease Administration System, ensuring accurate data entry and processing for both new and existing customers and vendors.

Vendor Rewards Program Administration: Provided support to Senior Operations in managing and administering vendor rewards programs, offering job support and backup during holidays, and assisting with various administrative tasks as required.

Partnership Retention & Growth: Retained and nurtured strong relationships with clients by implementing the VVIPP program, a strategic initiative to foster growth and enhance partnerships between Klondike Lubricants and its clients.

Customer Order Management: Managed the entire order lifecycle, from initial inquiry to order completion, ensuring timely delivery and maintaining high levels of customer satisfaction. This included meticulous data entry and attention to detail in all order processes.

Managed Communication Channel: In charge of phone and email correspondence with clients and vendors. Ensured clarity and professionalism in all communications to maintain a positive and productive relationship.

Client Care Team Support: Worked collaboratively with the Client Care team to provide comprehensive support across all areas, ensuring seamless client interactions and program success.

Maritimes Territory Management: Managed and took full responsibility for all clients in the Maritimes Territory, ensuring tailored solutions and personalized service to meet their unique needs.