Customer Support Representative - Chicago, United States - SPINS

SPINS

Verified Company

Chicago, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Who We Are
For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail.

We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer.

Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices.

SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market.

Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs.

At SPINS, behind all of our impressive data is our real differentiator, our people.

We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.

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This is a hybrid role - office is in River North:

Customer Support Representative
The sum of the parts is greater than the whole.

We share in one another's wins, we offer support to one another continually, but we also expect that everyone steps up.

Our team has a strong work ethic, focus on continual improvement and questions everything. As an individual, as a team and as an organization. We adore our customers. We feel like a part of their success and ultimately love to help and solve issues.

What You Will Do

Serve as customer advocate internally while effectively collaborating with internal, crossfunctional teams including product management, sales, marketing, engineering and finance
Present SPINS' platforms and be able to communicate effectively to varied levels of users from analysts to C-Level users
Provide advice and support related to client forums, client success initiatives, and other outreach programs
Serve as the primary interface for product related issues during the implementation process and ongoing support
Build strong client relationships and instill confidence across the organization especially with sponsors and technical contacts
Ensure that customers derive maximum value from their investments in SPINS by fully leveraging our data and solutions
Act as expert/specialist to the client in resolving product or technical issues
Successfully review and manage inquiries from the client thru to resolution
Collaborate with internal colleagues (Engineering, Strategy, Business Development, Sales and others) to drive improvement in quality, volume, service, and profitability
Assist in the development and delivery of training materials for internal and external use
Onboard new users by confirming subscription parameters, providing login credentials, and hosting kickoff and check in calls
As needed, provide adhoc training on a 1x1 basis or to a larger group of client users
Contribute to Knowledge Base management such as adding FAQs or updating training content.
Analyze client user behavior and usage activity and generate reporting for key client meetings and marketing efforts while recommending actions aimed at increased use

What You Bring

Bachelor's degree in Business Admin. or related quantitative (Math, Economics, Finance, Statistics) field of study
12 years of experience in Analysis or Customer Support; experience in the Natural/Specialty Industry or with other syndicated data is a plus
Proven track record of problem solving
Must be able to draw conclusions from raw data and summarize results quickly and efficiently
Demonstrated ability to communicate effectively
Adept at cultivating external and internal relationships
Possess advanced MS Office skills (Word, Excel, PowerPoint)

We're even more impressed if you bring along

Strong focus on customer satisfaction
Solid organizational and time management skills and proven ability to work independently

LI-RS1 #LI-Hybrid

What SPINS Offers

We have enjoyed tremendous growth over the years and, as a leader in a fast-growing industry, we have no plans to slow down While all that growth brings excitement, it is also an opportunity for SPINS to show it values the health and wellness of its team members.

We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works
Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
Semiannual companywide employee survey that is used to shape company programs, perks, and culture.

The SPINS Way
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Direct

We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solutionoriented feedback.

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Determined

We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.

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Passionate