What are the responsibilities and job description for the Customer Success Specialist position at PROMAT INC?
The Promat US team is looking for a Customer Success Specialist to drive our business forward and to deliver a seamless journey for our customers. (Not a Call Center role)
Outstanding culture & benefits along with a supportive team and competitive pay.
What is in it for you?
- Competitive salary with annual salary review and bonus.
- FULLY paid top tier medical, dental, & vision benefits for you and your family.
- Outstanding paid time off policy.
- Flexible work arrangement
- Student Loan Assistance, up to $5,000 annually as eligible.
- Learning and Development Opportunities including Tuition Reimbursement.
- Highly engaged culture, stable workforce, within a strong, growing global company
PRINCIPAL PURPOSE OF JOB:
The Customer Success Specialist will provide and deliver professional, helpful, high-quality assistance before, during and after the customer’s requirements are met. Customer Success focuses on building connections with customers, growing sales revenue, and elevating their experience with Etex. This position will require a deeper understanding of what the customers want and will be responsible for implementing procedures to achieve a higher level of customer satisfaction. This customer advocacy will drive profitable economics for the Promat business.
MAJOR RESPONSIBILITIES:
- Develop and grow the customer’s relationship with Promat, being an advocate for customer service throughout all departments of the organization by placing an emphasis on the importance of transparency, customer satisfaction, and the value of a true partnership.
- Increase/gain sales through existing and new customers by understanding customer needs and recommending Promat solutions.
- Make independent decisions on issues of escalation and resolution.
- Consistent awareness of customer needs to maintain effective account plans.
- Manage or coordinate potential sales opportunities with the sales team to ensure the highest level of success for both parties; partner with sales to meet and exceed customer’s service expectations.
- Enter customer purchase orders into the ERP system.
- Manage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, review of customer specifications with engineering, shipping, customer complaints, returns, recalls and accounts receivable.
- Assist in determining root cause on open issues, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization.
- Initiate Return Materials Authorizations (RMAs), Invoice adjustments (Credits/Debits), and Damage Claims.
- Own new customer account setups via obtaining critical customer data required and manage the process timely through shared services internal processes.
- Maintain a positive professional disposition in all situations, internal and external.
- Attracts potential customers by answering product and service questions, suggesting information about other products and services.
- Prepare formal quotations and assist with forecasting.
- Ensure data in Customer Relationship Management (CRM) systems contain latest customer information.
- Assist sales in conducting and reporting quarterly business reviews for assigned accounts, showcasing accomplishments, and emphasizing improvements needed to meet the existing and future needs of the customer.
- Use knowledge of customer needs to anticipate and coordinate resolution for potential issues arising from delayed or modified orders.
- Partner with sales to meet and exceed customer’s service expectations.
QUALIFICATIONS
Required:
- Experience dealing with customers via, phone, email, or in-person. Customers include internal cross functional team members, external end user customers and vendors
- Associate or bachelor’s degree plus one year of previous job related experience in a professional business environment or a minimum of a High School diploma along with a minimum of three years’ experience building and managing customer relationships.
- Positive outward communications (verbal & written) in all situations. Verbal communication and listening skills are especially important.
- Proficiency in Microsoft Office; Word, Excel required, Outlook and PowerPoint preferred. Experience with SAP a plus.
- Capable of building solid trusting customer relationships through strong customer focus at each customer touchpoint.
- Exceptional problem solving and analytical skills and the ability to think independently.
- High attention to detail and accuracy.
- Must possess superb time management skills and demonstrate the ability to organize and manage multiple priorities throughout the day.
- Must be a committed team player who seeks to do the right thing for the team, customer and business.
- Experience working in a team environment and at ease identifying issues and raising questions.
- English speaking.
Preferred:
- Experience in Customer Service for technical or industrial products.
- Experience with MRP, order entry, or CRM systems.
- Experience in a manufacturing environment.
Competencies
- Drives Results
- Instills Trust
- Communicates Effectively
- Directs Work
- Tech Savvy
- Builds Networks
RELATIONSHIPS:
- Reports directly to the Sales Manager.
- Regular contact with Sales Segment Managers, Agents, and Customers.
- Liaises with Production, Supply Chain, and other departments.
PHYSICAL DEMANDS:
Individuals may need to sit or stand as needed. Requires walking primarily on a level surface periodically throughout the day with occasional climbing of stairs to access manufacturing work areas. Reaching above shoulder heights or below the waist. Lifting of 50 pounds or more. Proper lifting techniques required. Minimal travel may be required (U.S. and International).
Salary : $5,000
