Customer Success Specialist

Department: Sales / Marketing

Employment Type: Full Time

Location: US - Oregon - Canby

Reporting To: Jennifer Newsome

Description

Key Responsibilities

• Provide end-to-end, single point of contact support for our best customers – the As – from order entry and inquiry to AR support and issue resolution.
• Proactively anticipate customer needs and identify any potential opportunities or issues.  Create recommendations and facilitate actions accordingly.  (Requires a strong knowledge of the account, products, and daily interaction on a high level).
• Support the marketing strategy to create new relationships, new customers, new markets.
• Serve as the customers’ voice, including marketing, product, professional services and sales.
• Establish and deepen relationships with customers by understanding their business objectives and providing exemplary support. 
• Communicate frequently with customers on updates, information, concerns and suggestions.
• Mine various communication feedback and benchmark data, launch and/or support innovative efforts to drive new efforts and change to meet the customers’ perceived expectations and needs.
• Identify potential upsell, new product, substitution or replacement opportunities, slow moving products as well as obsolete/excess inventory in an effort to create a value strategy specific to the opportunity.
• Manage deliverables specific to meeting the team’s strategic objectives.
• Use customer benchmark data to highlight customers’ strategic success and provide ongoing recommendations for further optimization.
• Communicate and coordinate with internal departments (Product Managers/Sales Team/Marketing).
• Organize workflow to meet customer timeframes (coordinate with main buyer / purchaser – setting up and defining process per customer’s requirements).
• Complete forms, applications and/or customer requests.
• Business travel required as needed.  Participate in customer visits, trade shows and/or events.
• Performs other duties as required or assigned.

• None

• Problem solving
• Follow up
• Initiative and results focused
• Managing projects efficiently
• Planning and organizing 
• Self-motivated

Skills Knowledge and Expertise

• Dependable, self-motivated, and displays initiative
• Results and goal oriented
• Customer growth oriented
• Effective communication skills – written & verbal, internal & external customers
• Strong problem analysis and problem-solving skills, innovative
• Professional in all manners
• High-level attention to detail, high level accuracy and reliable results

• Bachelor’s degree (strongly preferred)
• Three to five years of relevant experience or training in customer service, customer experience, customer success, or a related field (required)

• Basic: Alphanumeric data entry; word processing/typing
• Advanced: Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint
• Desirable: Experience working in JDE and Microsoft Dynamics

• While performing the functions of this job, the employee is:
  • Regularly required to sit, talk, or hear
  • Frequently required to use hands to finger, handle, or feel and to reach with hands and arms
  • Occasionally required to stand, walk, climb, or balance
• Specific vision abilities required by this job include close vision
• The employee must frequently lift and/or move up to 10 pounds

• This position is not subjected to harmful environmental conditions
• The noise level in the work environment is usually moderate

Why Work at Franklin Electric?