Customer Success Specialist

ROLE: Dealer Support Team Member

Rock Solid Supply is looking for someone who can take initiative and bring innovative ideas to the table. We believe that the right fit for this role is someone who takes pride and ownership in finding the best solutions for our Dealers, is an effective communicator, and thrives in a fast-paced work environment.

WHO WE ARE:

Rock Solid Supply Inc. (“Rock Solid”) is a manufacturer and distributor of bathroom vanities and accessories to retailers across Canada. We are a fast, growing company that is currently expanding operations into the United States.

The Rock Solid Promise is to deliver happiness from order through installation with our clean and progressive design, simple, seamless experience and an abundance mentality to deliver extraordinary impact in every bathroom.

We're a company committed to excellence and fostering a happy, inclusive workplace where everyone's Unique Abilities shine. At Rock Solid, we believe in more than just the bottom line; we're driven by a vision to elevate the human experience, through activating our individual and collective strengths to create a culture of empowerment and connection.

OUR VALUES:

• Unleash your Unique Ability
• Commitment to Excellence
• Servant Leadership
• Deliver Happiness

RESPONSIBILITIES OF THE ROLE: This position is designed to support, complement, and enhance the work of our Sales Reps by providing excellent post-sale dealer support that will help Sales Reps to expand and retain our dealer-base.

• Build strong relationships with dealers and drive long-term business growth through dealer loyalty and advocacy.
• Support a portfolio of dealer accounts, ensuring that each one receives personalized attention and support.
• Monitor dealer satisfaction, analyze data, identify areas of improvement, and work with Sales Reps to develop strategies that will improve dealer experience and increase retention.
• Collaborate with other departments within the company, such as Marketing and Product Development, to ensure that the dealer's voice is heard and that the company is delivering products and services that meet their needs.
• Assist Sales Reps in identifying opportunities to upsell and cross-sell to existing dealers to drive business growth.
• Any additional duties as assigned.

WHAT YOU WILL NEED TO BE SUCCESSFUL:

• Fluency in English required (verbal and written).
• Post-secondary education in a relevant field.
• At least 3 years of experience in a customer success or account management role.
• Strong communication skills, both verbal and written.
• Empathetic and customer-focused mindset.
• Excellent problem-solving skills, with the ability to quickly identify and resolve customer issues.
• Strong technical knowledge and the ability to learn and understand complex products.
• Project management skills, with the ability to manage multiple customers and their needs simultaneously.
• Analytical skills, with the ability to analyze data and use it to inform decisions and strategies.
• Sales skills, with the ability to identify opportunities for upselling and cross-selling to existing customers.
• Ability to deal with medium-high stress situations dealing with customer concerns.
• Experience using an ERP system, Syspro, is considered an asset.

WHAT WE OFFER

• Full-time salary
• Monday-Friday work schedule (8:00am-5:00pm)
• Employee Benefits (Dental, Vision, Extended Health)
• Long Term Disability insurance
• Employee Assistance Program
• Inclusive and forward-thinking company culture
• Opportunities for learning and growth
• Unique Ability development

As part of our commitment to ensuring our employment practices are fair, accessible and inclusive of persons with disabilities, please note that accommodations are available, upon request, throughout the recruitment, selection and assessment process for any applicants with disabilities.

Job Types: Full-time, Permanent

Pay: $45,000.00-$55,000.00 per year

Benefits

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Paid time off
• Vision care

Ability to commute/relocate:

• Barrie, ON L4N 8X9: reliably commute or plan to relocate before starting work (required)

Experience

• Customer relationship management: 3 years (required)

Work Location: In person