Customer Success Manager

Summary:

Come join our fast-paced growing sales team! KELTEC, Inc. was founded over 40 years ago and has grown to become the largest manufacturer of air-oil separators in North America. Wondering what an air-oil separator is? We are here to help you learn and grow in an environment conducive to development. We are looking to match our passion for servicing customers’ needs with people who have a high level of drive, dedication to development, and an attitude toward success.

We are seeking a dedicated and detail-oriented Customer Success Manager to join our team at our manufacturing plant. This role serves as a critical liaison between our customers and internal departments, ensuring prompt and accurate service while addressing customer needs in both English and Spanish.

Duties / Responsibilities:

• Provide exceptional customer service via phone, email, and virtual interactions, ensuring clear and professional communication in both English and Spanish.
• Process customer orders, returns, and inquiries efficiently, ensuring accuracy in order entry and documentation.
• Address and resolve customer issues and complaints with a problem-solving mindset, escalating concerns as necessary.
• Collaborate with production, shipping, and sales teams to ensure timely order fulfillment and delivery.
• Maintain detailed and accurate records of customer interactions, transactions, and complaints.
• Assist in translating documents, policies, and procedures as needed to support non-English-speaking customers and employees.
• Support the sales team with customer account management, order tracking, and follow-ups.
• Stay up to date on product knowledge to effectively assist customers with inquiries and concerns.
• Coordinate with the product team to stay informed about product updates and enhancements.
• Conduct market research to identify potential leads
• Cold call and email potential customers to generate new business opportunities.
• Qualify inbound leads and direct them through the sales funnel.
• Develop and deliver compelling sales presentations tailored to the customer's needs.
• Build and maintain strong relationships with new and existing customers.
• Follow up with leads to ensure they are adequately nurtured through the sales process.
• Address customer inquiries and resolve issues promptly.
• Other duties as assigned.

Required Qualifications:

• Bachelor’s degree in Business, Sales, Marketing, Communications, or a related field
• Previous experience in customer service, preferably in a manufacturing or industrial setting.
• Strong interpersonal and communication skills with the ability to handle challenging situations professionally.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Problem-solving skills with a proactive approach to customer service.

Preferred Qualifications:

• Experience with ERP or CRM software (e.g., HubSpot).
• Fluency in English and Spanish both verbal and written.
• Proficiency in using Microsoft Office Suite

Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position may require work to be performed outside of normal business hours based on Company operations.

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.