What are the responsibilities and job description for the Customer Success Manager position at Northern Air Systems Inc?
Job Purpose: The position ensures complete customer service and satisfaction of quality products, services, and on-time delivery. Incumbent acts as a liaison between management, sales representatives, customers, and production staff and management.
Tasks and Responsibilities:
- Support business sales by interfacing with prospects, customers, sales representatives, and internal staff as necessary to support the sales and manufacturing cycle.
- Manage customer order receipt and order entry process
- Review all customer purchase orders vs proposals and reconcile discrepancies
- Respond to customer inquiries for quotes, orders, complaints, or other circumstances. Direct complex queries to proper internal resource for resolution.
- Addresses any questions or concerns from customers and responds in a timely manner
- Manage and update input from multiple Sales Reps and Manager to ensure CRM software stays up to date and relevant. Manages the CRM software database for content, access, provides training, and reporting.
- Work with Sales Representatives to setup new customers by providing credit account applications, contact person(s) information and begin the communication flow.
- Communicate customer information to Accounting and assist with milestone communication
- Work with Production Managers to monitor manufacturing progress.
- Communicate any delays to Sales Rep and customer as necessary. (Project Management)
- Follow up with customer post-delivery to confirm complete satisfaction. Report back to Leadership team on both positive and negative experiences, makes recommendations on changes to enhance satisfaction of customer.
- Schedule start-up/installation dates with customer and Service Team.
- Maintains relationship with house accounts for orders forecasting, complaint resolution, business climate, and new product development.
- Participate and provide reporting information in weekly Production Meetings.
- Adhere to Quality Management System policies, procedures, and guidelines.
- Maintains Network File Structure for all Leads and Quotations.
- Other duties may be assigned.
