Sr. Customer Success Representative

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Description

About Nelson Miller Group (NMG):

Nelson Miller Group is a leading provider of custom engineered graphic overlays and membrane switches, name plates, and plastics for various applications. We are a dynamic and growing organization with multiple US locations across Wisconsin, California, New Jersey, and Virginia.

We are committed to fostering a culture of excellence and are seeking a Sr. Customer Success Representative that delivers exceptional quality service, builds lasting relationships with our valued customers, and is detail oriented.

Position Summary

As a Senior Customer Success Representative, you will be the primary point of contact for our customers, providing professional and proactive support throughout the entire customer journey. You will leverage your strong communication and problem-solving skills to manage orders, address inquiries, resolve issues, and ensure seamless delivery of our products and services. This role requires a blend of customer service excellence, sales acumen, and technical understanding.

Key Responsibilities

• Customer Relationship Management:
• Act as a dedicated liaison between NMG and our customers, building and maintaining strong relationships.
• Proactively anticipate customer needs and provide timely, accurate, and professional support.
• Serve as a trusted advisor, understanding customer requirements and offering tailored solutions.
• Order Management and Fulfillment:
• Accurately enter and confirm customer orders, ensuring adherence to specifications and timelines.
• Provide customers with detailed information regarding order status, estimated delivery schedules, service contracts, and warranties.
• Collaborate closely with production and shipping teams to manage customer shipments, expedite orders, and resolve any delivery-related issues.
• Issue Resolution and Customer Advocacy:
• Effectively handle customer issues and RMA requests, conducting thorough investigations and implementing appropriate solutions.
• Advocate for customer needs within the organization, ensuring customer satisfaction.
• Completing open order reports and other various excel spreadsheets.
• Inside Sales Support:
• Track and manage sales orders, ensuring accuracy and timely processing.
• Work with Business Development team to ensure timely response to all customer needs and exceed expectations.
• Potentially conduct customer visits to assess needs and promote product/service sales.
  

Qualifications

• High school diploma, GED, or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of 3-5 years of experience in a senior customer service, inside sales, or related role within a manufacturing environment.
• Proven ability to build and maintain strong customer relationships.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in ERP/MRP systems, experience using Epicor a Plus
• Microsoft Office Suite (Excel, PowerPoint, Word).
• Ability to read and interpret mechanical and electrical blueprints a plus
• Experience in a manufacturing job shop environment is highly preferred.
  
  

Skills

• Exceptional customer service and communication skills.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on accuracy.
• Ability to thrive in a fast-paced environment.
  
  

Nelson Miller Group is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local law.

Salary Description

22 to 25 an hour, commission