Customer Success Specialist (Boston)

Position Summary: Fusion Worldwide is looking for a customer-centric and data-driven Customer Success Specialist to join our team.  You will have the opportunity to lead a team of customer service representatives and help shape the customer experience of our Ecommerce organization.  Working alongside the Ecommerce Director, this individual will be responsible for overseeing order delivery, ticket/RFQ management and ensuring overall customer satisfaction.  The ideal candidate should have experience working with an Ecommerce platform or online marketplace as well as implementing customer service procedures.  This opportunity is for a detail-oriented individual who is passionate about using data to delight the customer.

What we can do for you:

• Opportunity to be a primary contributor to the ecommerce customer experience for a billion-dollar company in a rapidly growing industry.
• Enable long-term skill and career development while working with a team of proven professionals.
• Enjoy a centralized office in Boston’s beautiful Seaport District with views of Boston Harbor.
• Enable growth through direct and focused mentorship.

What you can do for us:

• Assist in the development, implementation and maintenance of standards for the Customer Service Department while building out a team of representatives
• Monitor end-to-end customer experience from registration to order fulfillment and relay updates along the way
• Help support ecommerce business objectives to optimize customer services and keep team informed and up to date on best practices
• Recommend and follow through with process changes to improve customer satisfaction and create a frictionless experience
• Partner with internal teams, including data analytics, product owners, fraud specialists, accounting, purchasing and fulfilment to understand customer requirements and improve customer experience

Who we’re looking for:

• 2-5 years’ relevant experience
• Bachelor’s degree in business, technology or related field
• Experience with ecommerce platforms
• Hubspot experience preferred
• Strong attention to detail
• Organized and able to prioritize workflow
• Strong interpersonal and communication skills
• Knowledge of the electronic component market is a plus

Benefits

• Medical
• Dental
• Vision
• 401K benefits
• Tax-exempt transportation benefits
• Competitive compensation commensurate with experience
• Friday happy hour & frequent team events

Established in 2001, Fusion Worldwide is a premier, global open market distributor of electronic components with an established reputation of excellence in sourcing, quality, and outstanding customer support. Solving supply chain disruptions is where we are truly able to provide key service to all our customers, and we are looking for motivated individuals like you to join this rapidly growing industry! With our company headquarters located in the scenic Boston Seaport area, we also have key locations in Amsterdam, Singapore, Munich, Guadalajara, Seoul, and Santa Clara. At our current rate of growth, we are continuously expanding our global footprint to reach all corners of the world, and we are dedicated to finding top talent to help us grow in all regions!