Job Description

About Us

CTL , headquartered in Beaverton, Oregon, since 1989, is a manufacturer of Chromebooks, Chromebook Tablets, and Chromeboxes. We are a Google Education Premier Partner, and our products have been recognized as some of the top-rated Chrome devices in the market. Our international successes include recognition from CRN as one of the leading EdTech solutions providers in the US and Europe. At the same time, nationally, we’ve been recognized by Inc. Magazine as one of the fastest-growing companies in the US. More locally, we were recently named in the list of “Best and Brightest Companies to Work For” in the Pacific Northwest. 

We are currently seeking an Online Customer Success Associate to join our growing team. The purpose of the Online Customer Success Associate is to enable revenue growth by:

1. Providing exceptional proactive customer service through multiple customer interface channels.
2. Providing e-commerce operations and administrative functions as a member of the Online Customer Success team.
3. Providing administrative support to the sales team. 
4. Providing RFP and contract administration support.

Responsibilities and Duties

Online Customer Success Responsibilities:

• Provided customer support with e-commerce sales orders, responded to customer inquiries, communicated inventory delays, and troubleshot order issues as needed.
• Responsible for ensuring all e-commerce sale orders are entered into the company’s ERP (Sage) accurately and promptly. 
• Manage customer inquiries, including web sale tickets, quotes, P.O.s, and leads, forwarding to the appropriate department/individual, or gathering more information as needed.
• Act as the point of contact for all customer service calls, emails, and online chats relating to order status inquiries and troubleshoot order status issues as needed.
• Successfully manage conversations with customers (via online chat, email, phone) assist customers with processing payments, track orders, and assist with other issues and inquiries as needed.
• Provide backup support to the sales team during absences, take customer calls, respond to emails, and enter orders.
• Provide ongoing support to the marketing department, and assist with demo unit order processing and reseller deal registrations.
• Provide customer and order support to the sales team as directed by management.
• Provide ongoing support with misc. projects, including but not limited to, Shopify admin web maintenance support, RFP administration, contract administration, and lead assignment.
• Responsible for supporting other departments with special projects as needed. 
• Other duties as assigned.

Qualifications and Skills

• Prior experience in customer success /customer service and/or sales support admin capacity in a similar role.
• Demonstrated ability to provide excellent customer service in a sales environment.
• Exceptional time management skills with the ability to multi-task and shift focus quickly.
• Strong attention to detail and accuracy with data entry. 
• CRM experience (HubSpot preferred). 
• eCommerce store admin experience (Shopify preferred).

Additional Company Details

Perks:

• Competitive wages.
• Work-life balance.
• Comprehensive health insurance options include medical, dental, vision, short and long-term disability, and company-supported basic life insurance.
• Generous paid vacation (PTO) and paid holiday package.
• 401K with generous employer matching and 100% vesting in 3 years.
• Flexible Spending Account (FSA) plan with company contribution.
• Business casual to casual dress code in the office. 
• Employee discounts on CTL products.
• Free parking on-site, free electric vehicle charging, cell phone subsidy, dog-friendly office, free snacks, and sparkling water.

Schedule:

• Position type: This is a full-time position on-site at our Beaverton location, and hours of work and days are Monday through Friday, 8 a.m. to 5 p.m.
• Travel: None
• This position operates in a professional office environment, but our dress code is casual to business casual.

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