Overview
Founded in 1967, Crystal Fountains Inc. is a globally recognized leader in the commercial water feature industry. From concept to design to fabrication of premium architectural fountain components we take pride in delivering high-quality products and custom-built solutions for projects around the world.
As a member of the Customer Success Team, this role is pivotal in our belief that our clients and their needs are at the core of everything we do. This role will support full cycle customer experience from order management, including entry and payment collection to responding to service and installation queries.
Responsibilities
- Customer Relationship - serve as point of contact for incoming customer calls and inquiries.
- Provide guidance to customers by identifying their true needs and recommending appropriate solutions beyond their initial requests.
- Coordinate and collect payments based on project terms and conditions.
- Order & Service Coordination - Accurately process, verify, and manage customer orders within internal systems to ensure timely fulfillment and successful customer outcomes; Schedule service requests; Communicate with internal teams to resolve order or service-related issues.
- Sales and Contract Support - Collaborate closely with Sales to ensure smooth contract execution.
- Support outbound customer engagement and soft-selling initiatives (as needed).
- Team Collaboration & Continuous Improvement - Partner with cross-functional teams (Sales, Operations, Product Engineering, Finance) to improve processes; Contribute ideas to enhance efficiency, accuracy, and customer satisfaction; Participate actively in team initiatives and departmental improvements.
Requirements
- Minimum 3 years experience in a customer success or project management role.
- Post secondary education or experience in a relevant field/industry.
- Exceptional communicator with fluency in English.
- Detail oriented and highly organized.
- Excellent analytical and problem-solving abilities.
- Strong technical knowledge and the ability to learn and understand complex parts and products.
- Self-motivated – takes initiative, solution oriented.
- Receptive to change – flexible.
- Able to travel globally (U.S or International) if required.
Preferred skills and Qualifications
- Technical knowledge of mechanical or electrical systems
- Project Management skills
- Experience using an ERP system including Epicor and Salesforce
Pay: $55,000.00-$68,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
Work Location: In person
