Customer Success Operations Manager

WHAT YOU’LL DO

Your team’s mission is to ensure we are striving to be a company that customers want to buy from by managing the customer experience from order receipt to delivery of products! You and your team will provide superb customer service to our partners and ensure a seamless transaction experience for our customers. You’ll wear many hats including:

Process Visionary:

• Designing, documenting, and implementing scalable processes to improve the effectiveness of the Customer Relations and Logistics teams
• Identifying and streamlining inefficient processes by driving automations in our ERP system (NetSuite) in partnership with the Business Systems team
• Guiding the implementation, configuration, and continuous optimization of all Customer Relations and Logistics processes. This includes creating and managing reports, dashboards, workflows, playbooks, and automations.
• Gaining expertise in the Partner Center to guide customers to self-service solutions and improve the customer experience with enhancement projects

Customer Champion:

• Reviewing sales orders input into our ERP system (NetSuite), ensuring pricing agrees to our contracted rates and orders are slotted based on customer request and availability
• Collaborating with customers to ensure receipt of payment and account requirements are met to ensure timely shipment of product and maximum backlog conversion each week, month, and quarter
• Managing A/R collections by reviewing and evaluating delinquent accounts, determining appropriate actions to be taken in accordance with company policies and legal requirements
• Overseeing the department’s customer communications and being the go-to resource when customer relations need to be escalated
• Ensuring email inquiries submitted to the department are answered in a rapid and professional manner, always within 24 hours or less
• Updating and maintaining customer-level pricing records, including item-level pricing uploads

Logistics Leader:

• Strategically managing end-to-end product flow from production to shipping warehouses including customer allocation and delivery
• Directing inventory transfers, including analyzing accessory kit needs for depots, working with the shipping team to get ready for depot trucks, and optimizing load plans
• Utilizing, updating, and communicating the production slot system, collaborating with production team, and communicating any shipping delays
• Driving timely shipment, tracking, and delivery of product in partnering with 3PL Logistics partners for all domestic and international shipments to meet customer due dates, maximize freight revenue, and minimize freight costs

Coach & Mentor:

• Setting goals for team members, motivating them, providing learning opportunities, and monitoring activity metrics to encourage growth
• Leading onboarding training of new hires and distribution of workload between team members

WHAT YOU NEED TO SUCCEED

Do you have a positive attitude, an eagerness to learn and the ability to hustle in a fast-paced environment? Then Seakeeper is the place for you! Here are a few other things you’ll need to succeed.

MUST-HAVES

• Bachelor’s degree in business, Supply Chain, Logistics, Communications or a related field and 5 years working in a logistics or a customer support role
• Be tech savvy! Have a proven process improvement experience enhancing an ERP or CRM system
• Have an analytical mindset! Have a strong ability to deliver data-driven insights, comfortable with manipulating and interpreting data and experience with VLOOKUP and Pivot Table functions in Excel
• Be passionate about coaching and leading others! Have superb people skills with a passion for employee relations and mentoring, coaching and motivating a team

NICE-TO-HAVES

• NetSuite experience
• Transportation Management Systems (TMS) experience
• Warehouse Management Systems and/or 3PL management (WMS)
• Experience directly managing and leading either a logistics or a customer support team
• Experience in the following:
  • Managing inventory across multiple warehouse locations
  • Working in a fast-paced manufacturing environment
  • Managing a remote team
    

MORE DETAILS YOU’LL WANT TO KNOW

• You’ll be based in Leesport, PA
• You’ll report to the Director of Sales Operations
• Your team will consist of Customer Relationship Specialists and Logistics Coordinators

YOUR TEAM

Our Customer Success Operations team includes Customer Relations and Logistics, which are housed within our sales, service, and strategy teams and are responsible for logistics, administration, customer support and business intelligence. This role gives you the opportunity to make an immediate impact to support our CRM system and Partner Center which automates the order process for Seakeeper Dealers. You’ll play a leadership role within the greater team, leading by example and influencing positive morale across the group. You’ll work closely with various internal departments, as well as external customers, so you’ll be able to own your role and bring new ideas to the table that will help improve the overall experience of working with Seakeeper.   

WHY YOU’LL LOVE IT HERE

It’s true that we make extraordinary products, but our favorite part about Seakeeper is our people! We believe in participative leadership. That means you have the freedom to make a difference and contribute to the larger goal, regardless of your position. Great ideas can strike at any moment, and when you have one, you’re empowered to speak up!

We are constantly pushing (or crushing) boundaries. Stagnant or bored are about as opposite from Seakeeper as you can get! We move quick and if there is something that can be improved upon, we jump on it.

WHO WE ARE

71% of our Earth is covered by water and we want everyone to make the most of it. That’s why we are committed to creating products that transform the boating experience with an organization that employees want to work for, customers want to buy from, and vendors want to partner with. Our gyro stabilizers eliminate boat roll and create a land-like experience on the water. We defy gravity and completely change the way people spend time on the water.

We started the company 12 years ago, and now 50% of the boats built annually in our core market are Seakeeper equipped. With our recent introduction of smaller units that are ideal for boats as small as 23 feet, there is a long road of growth ahead!

Ready for a new challenge in a fast-paced environment? Want to help us disrupt an industry? Come on and apply, we are ready for you!

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Seakeeper is personally committed to building an inclusive and diverse workforce. We are an Equal Employment Opportunity Employer/Affirmative Action Employer and do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, marital status, veteran status, genetic information, or any other protected characteristic under applicable law. All employment is decided on the basis of job requirements, individual qualifications, and business need.