Customer Success Specialist

Want to work with great people and great art? Want to be part of creating memorable moments that people want to capture? Want to support customers in a way that requires your attention to detail, commitment to service, ability to get things done and delight your customers and colleagues?

Here’s your deal.

Lantern Press is a Seattle based company, located in SODO that specializes in creating unique images and evolving artwork that has been designed to highlight the best scenes of our country and printed on various products that people can purchase from some of the finest travel and tourist destinations across the country, as well as from a variety of premium retailers.

It’s all about the image with us, and we are all about the quality of our creations. Speaking of quality, we are looking for top quality people to join our team and be part of this success story.

Lantern Press is looking for to fill an exceptional Customer Success Specialist. In this role you will be the customer-facing contact for Lantern Press. You will be surrounded by a team that collaborates with business savvy and intelligence.

Here’s what you can expect from Lantern Press

• Heart. We treat everyone with respect and kindness in every interaction.
• Integrity. We do the right thing, even when nobody is watching.
• Innovation. We aspire to be a leader in our industry. We ask “what’s possible” more than “what’s acceptable”.
• Teamwork. We act as one company. We cooperate with others to achieve the best outcome for the company instead of what is best for one person or group.
• Excellence. We are committed to delighting our customers, partners and teammates.

This position is based in Seattle and will be working in a hybrid model with 3 days per week in our office in SoDo. Technical equipment will be provided, and training conducted virtually and in person. We offer generous time off, great benefits and free parking!

Responsibilities

The Customer Success Specialist will contribute to the achievement of growth and revenue goals of the sales team by providing excellent customer service, supporting Lantern Press sales initiatives, and assisting the National and Regional Sales Managers.

Utilizing Salesforce, this position is responsible for providing first-class customer service covering a national account base. Delivering results under tight deadlines, attention to detail and the ability to relate to customers and their locale are critical, recurring functions. Additionally, this position requires the ability to problem solve to find time-bound, mutually beneficial solutions.

What You’ll Do

• Supporting Sales in customer retention, satisfaction, increased revenue, and sharing customer insights that inform additional product and service sales opportunities
• Explaining Lantern Press products and programs
• Reviewing and processing orders placed by customers and external Sales Representatives
• Responding to support tickets from existing customers and improving your product knowledge to best respond to questions in a timely manner; including, but not limited to, communicating fulfillment timelines, order tracking, and completing return authorizations
• Project Managing new product programs; including discovery for new art creation
• Liaising between the customer and Creative Team
• Working closely with your Sales Managers to build pipeline and strategically expand client accounts
• Representing the Lantern Press brand and culture by going above and beyond to provide the highest quality customer service and care to our customers and partners
• Other duties as assigned

What You’ll Need

• 3+ years of customer service experience or equivalent, ideally in a Sales Support or Sales environment; Experience in gift, souvenir, or other consumer products and/or retail/buyer experience preferred
• Ability to to successfully manage multiple projects for 20+ customers at varying stages
• Exceptional communication skills, oral and written ability to clearly and concisely communicate in various situations, both internal and external
• Attention to detail and strong organization skills a must
• Able to identify customer needs and problem solve in ambiguous situations
• Excellent time management and organizational skills; Able to react quickly to changing circumstances
• Able to remain focused and flexible during rapid growth
• Experience with Microsoft Office Suite with an emphasis on Excel
• Experience with Salesforce a plus
• Able to work on computer and phone for long periods of time in an open team environment
• Live in or are be willing to relocate to the Seattle, WA area at your own expense

Who You Are

• Self-motivated, highly collaborative, creative, team-centric, and upholds the highest level of integrity
• Dedicated, detailed problem solver who can identify complexities and maintain ownership of processes and resolving issues
• You are good at self-directing and making independent and good judgments based on information available
• Passionate about building and maintaining long term customer relationships
• To be a successful in this position, we expect you to be comfortable with changes. We want to improve our processes continuously and see changes as a way for growing and improving.

Compensation and Benefits

There are several factors that we consider when determining the pay range for a position, such as market data (compared to companies of similar size, industry and revenue) and internal equity. To determine where a specific candidate falls in the range, we also consider relevant skills, experience and fit for the position.

The pay range for this position is: $25 - $30 per hour.

Lantern Press offers a comprehensive benefits package and generous time off that includes:

• 17 days of PTO, 7 days of Floating Holiday and 7 company paid holidays each year (pro-rated based on start date).
• A choice between a PTO plan and an HMO plan (both plans include vision). We pay 85-90% of employee-only coverage, and 50-60% of family coverage.
• Dental insurance, long-term disability insurance, life insurance, health and daycare FSA plans and a pre-tax commute plan.
• A 401(k) plan that is matched at 100% of the first 3% of contributions.

Keywords: Customer Service, Customer Support, Sales Support, Sales Order Processing, Account Management, Data Entry, Order Entry

Job Type: Full-time

Pay: $30.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What is your desired pay?
• Are you able to work a hybrid schedule with days in the office?

Ability to Commute:

• Seattle, WA 98134 (Preferred)

Work Location: In person