Customer Success Manager

The Customer Success Manager (CSM) is dedicated to delivering exceptional customer service by leveraging comprehensive knowledge of the company's products and services. This role is pivotal in supporting the 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.

• 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 one-on-one meetings and bi-annual performance reviews.
  
  

• A bachelor's degree.

• 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 of products and services.

• Exposure to sales, manufacturing, or distribution environments 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.
  
  

Employees are part of an energetic team environment that recognizes hard work. The company offers the following benefits:

• Health care and well-being programs, including medical, dental, vision, telemedicine, and an employee assistance program (EAP).

• Paid time off starting at 16 days per year, increasing with years of service.

• 401(k) & ROTH retirement savings with company match.

• Health Savings Account (HSA) with company match.

• Flexible Spending Account (FSA) & Dependent Care Account (DCA).

• Basic Life/AD&D Insurance.

• Short- and Long-Term Disability Insurance.

• A strong company culture!
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.