Description
UNIVERSAL DUTIES AND RESPONSIBILITIES
- Support the Mission of the Company by identifying and accomplishing team and individual performance goals that directly support the goals of the Company.
- Treat all co-workers, customers and suppliers with respect and in accordance with the Company’s Code of Ethics.
- Follow all company GMPs and SOPs
SUMMARY
The Customer Success Specialist supports the Supply Chain Team and is responsible for developing and maintaining on-going, positive, productive and proactive relationships with our customers. This position helps to ensure the success of our customers by quickly responding to their needs and providing creative solutions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Adhere to the company’s customer success processes, including:
- Process incoming customer orders accurately and efficiently including updates of critical spreadsheets
- Daily verification of customer orders
- Operate and navigate within unique customer systems
- Assist with production planning and scheduling
- Assure customer profiles and pricing are complete and accurate
- Assist with establishing and updating customer forecasts
- Prepare documents for export shipments
- Process monthly broker commissions
- Proactive, ongoing communication (via both in-person, telephone, and electronic communication) to ensure customer needs are met
- Establish and maintain clear processes with each customer based on their needs
- Serve as liaison between customers and all departments in the company to assure customer requirements are being met
- Utilize problem solving skills to assist the organization and contribute to customer success
- Support the Supply Chain team (i.e. pursue past due accounts, deduction and promotional tracking, reports and special projects)
- Handle customer concerns, using problem-solving skills to create solutions acceptable to the customer and the company
- Develop and maintain strong working relationships with internal and external customers
- Evaluate existing customer service procedures with a lean manufacturing mindset and continuously search for ways to increase efficiencies
- Participate and contribute to team meetings
- Participate on cross functional teams to support special projects
PERIODIC DUTIES AND RESPONSIBILITIES
- Contribute to the Lean Manufacturing program by looking for ways to improve processes, optimize efficiency and reduce waste
Requirements
EDUCATION AND WORK EXPERIENCE
- Bachelor’s degree in any field of study, and
- Five (5) years of customer success/customer service experience, or
- Any equivalent combination of education and experience
KNOWLEDGE
- PC proficient, experience with Microsoft Office suite (Excel, Word, Outlook)
- Ability to create and navigate complex spreadsheets
- A demonstrated background in problem solving in a customer service role
ABILITIES AND SKILLS
- Ability to multi-task and set priorities with responsibilities.
- Excellent written and verbal communication skills with people at all levels of the organization and external contacts.
- Ability to manage multiple priorities/meet deadlines in a fast-paced environment.
- Attention to detail and strong organizational skills.
- Ability to shift from various projects and manage frequent interruptions.
- Reasoning – Comprehend several abstract and concrete variables; use logic or reasoning to identify the strengths and weaknesses of alternative solutions or approaches to problems.
- Mathematical – Add, subtract, multiply and divide whole numbers and perform arithmetic calculations involving fractions, decimals and percentages.
- Technical – Ability to operate and control office equipment; ability to monitor equipment to make sure that it is running properly.
- Language Development – Ability to communicate information and ideas by speaking or writing so others will understand; ability to gather and organize information to write reports; can effectively relay information to small groups of people.
- Physical Effort – Sedentary work: exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
- Vision – Far, near and mid-range vision, depth perception, color identification and field of vision
- Activity – Regularly required to talk, hear and use finger dexterity (especially with computer); occasionally required to walk, reach with hands and arms, grasp or feel
WORK ENVIRONMENT AND ADA STATEMENT
The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moderate noise and significant work pace or pressure.
This role description does not state that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as required.