Customer Success Specialist

Department: Sales / Marketing

Location: US - Oregon - Canby

Description

Our vision for Customer Success is simple: "We will become an indispensable partner to our best customers — and make them loyal, raving fans of Franklin Electric — through our in-depth customer knowledge, product expertise and end-to-end support. Our efforts will drive revenue growth, customer retention and market expansion. This role provides end-to-end account and relationship support to our best customers (over-serving the 80s/As), driving best practices and innovation to create more value for the business". The goal is to increase customer satisfaction, retention and adoption of key product and service features within a particular market segment.



Key Responsibilities

ESSENTIAL DUTIES AND 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.

SUPERVISORY RESPONSIBILITIES

• None
  

CORE COMPETENCIES

• Problem solving


• Follow up


• Initiative and results focused


• Managing projects efficiently


• Planning and organizing


• Self-motivated

Skills Knowledge and Expertise

Skills and Abilities

• 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

Education and Experience

• 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)

Computer Skills

• 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

PHYSICAL ACTIVITIES

• 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

The company will make reasonable accommodations to enable individuals with disabilities to perform the essential functions and expectations.

ENVIRONMENTAL CONDITIONS

• This position is not subjected to harmful environmental conditions


• The noise level in the work environment is usually moderate

Don't feel like you check all the boxes in the job description? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities.



Why Work at Franklin Electric?

Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.

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