What are the responsibilities and job description for the Customer Success Manager position at Rapid Packaging?
The Customer Success Manager (CSM) is dedicated to delivering exceptional customer service by leveraging comprehensive knowledge of our company's products and services. This role is pivotal in supporting our sales team by efficiently managing customer inquiries and ensuring a seamless customer experience. The CSM is also responsible for leading and mentoring the Customer Success team, fostering a culture of excellence and continuous improvement.
All job responsibilities are to be performed in adherence with the Companys Mission and Core Values and in accordance with established standards for internal and external customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Build and maintain professional customer relationships.
- Collaborate with the sales team to exceed customer expectations.
- Handle customer inquiries, prepare price quotations, and initiate purchase orders.
- Provide accurate information on unit prices, inventory levels, shipping costs, and delivery times.
- Process customer orders, changes, and returns per department policies.
- Calculate prices, discounts, shipping costs, and sales margins; communicate margin changes to the sales team.
- Expedite urgent orders by coordinating with warehouse, purchasing, and vendors.
- Investigate and resolve customer complaints regarding product quality and shipment issues.
- Monitor inventory levels and notify departments of stock depletion.
- Recommend additional product purchases and services.
- Perform administrative tasks such as filing orders and updating customer information.
- Provide sales and administrative support to account managers and management.
- Manage daily team operations, including scheduling, payroll approval, problem-solving, and providing general support to the team.
- Train and support new Customer Success Specialists.
- Act as the product expert and point of contact for related inquiries.
- Make reasonable business decisions as defined by management.
- Participate in staff and management meetings.
- Assist with hiring new Customer Success Specialists.
- Perform bi-weekly 1-1 meetings and bi-annual performance reviews.
- A bachelors degree and at least five years of management or leadership experience are required.
- Experience working in a team environment and communicating directly with customers
- Possesses an advanced level of knowledge on products and services
- Exposure to sales, manufacturing, or distribution environment is highly preferred
- Intermediate experience with Microsoft Office software and other spreadsheet applications
- Experience working with other computer software such as accounting, purchasing, manifest, or plant data collection is preferred
- Excellent interpersonal communication skills, both oral and written
- Ability to maintain confidentiality of sensitive and confidential company information
- Strong ability to develop and maintain positive relationships with vendors, customers, and co-workers
BENEFITS:
As an employee of Rapid Packaging, you will become part of an energetic team environment that truly recognizes our employees hard work. We offer the following benefits to our employees:
- Health care and well-being programs including medical, dental, vision, telemedicine, and employee assistance program (EAP)
- Paid time off starting at 16 days/year and increasing with years of service
- 401(k) & ROTH retirement savings with company match
- Health Savings Account (HSA) with company match
- Flex Spending Account (FSA) & Dependent Care Account (DCA)
- Basic Life/AD&D Insurance
- Short- and Long-Term Disability Insurance
- A strong company culture!
