Job Title:  Customer Success Specialist

The Customer Success Specialist serves as a key point of engagement for assigned accounts, maintaining frequent, proactive communication to ensure a seamless customer experience. In this role, the individual acts as the subject matter expert for their designated factory location, providing guidance on site-specific processes and ERP system functionality. 

What you will do:

• Establish and maintain good relations with BU customers (internal and external) such as operations, engineering, sales, manufacturer's sales representatives, accounting, and administration through various correspondence involved in processing customer inquiries and orders.
• Review all incoming customer orders to ensure that the part number, quantity, product specifications and price are consistent with those stated in the quotation.  Ensure orders meet all Sarbanes Oxley compliance criteria.
• Enter and process orders into operating system and advise customer and field sales of acknowledged ship dates as provided by the manufacturing plants.  Advise customers of discrepancies between the quote and purchase order and work with them to obtain a revised, corrected copy of purchase order from customer. 
• Perform customer relation duties on products sold by acting as a liaison between the customer, field sales, and the Company to ensure customer satisfaction. Re-direct customers to appropriate departments and/or to the website for RMA requests.
• Work with customers and operations for customers who request expedited delivery on orders to meet customer delivery requirements.
• Coordinate with outside sales as appropriate. Forward copies of correspondence to the sales team, as well as manufacturer sale teams as necessary, to enable them to follow up on new business opportunities, quotes, and service problems.
• Keep the Customer Support Supervisor informed with regard to unusual situations or particularly large inquiries, changes in shipment, or delivery trends that may affect Company sales.  
• Adjusts customer’s accounts or orders, based on complaints concerning billing, referring complaints of service failures to designated departments for investigation.
• Proactively review the backlog for delivery information for key accounts.
• Proactively communicate any potential delays to key accounts
• Act as the customer support subject matter expert for the designated factory location and ERP system.
• Serve as an escalation point for the regional Customer Support team.
• Upon announcements of procedural changes or factory announcements, notify the regional Customer Support team.
• Lead coordination efforts for resolving customer-driven order holds.

We are looking for:

• 5+ years related experience within a manufacturing environment.
• Advanced English proficiency (spoken and written)
• Strong ERP systems knowledge such as Oracle, Navision, and SAP
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)
• Skilled in reviewing customer purchase orders terms and conditions
• Must demonstrate excellent internal and external communication skills and strong customer focus
• Must be able to work well within a team or independently and demonstrate initiative to drive for results
• Must be able to travel <5%