Customer Success Advocate

Summary of Job:

The Customer Success Advocate (CSA) has a goal of providing and achieving exceptional customer experiences and total satisfaction to existing and prospective customers while building positive customer relationships to help enable development of new business opportunities.

CSA will support:

• Customer order management along with communication and coordination throughout the supply chain and factories
• Sales Engineers and Application Engineers with customer projects and overall business
• Service related goals

Tasks & Responsibilities:

The primary function of the CSA position is to provide outstanding customer service and total customer satisfaction to existing and potential customers while operating within established procedures.  

• Develop and maintain strong customer relations by being the primary contract for inquires
• Provide information (pricing for existing demand, inventory availability, order status, etc) and handle customer requests in an accurate and timely manner
• New customer account management including customer set-up, and credit information
• Provides pricing quotations for existing customer demand, entering information into C4C for Sales Engineers follow-up
• Develops relationships and customer mapping for assigned customers as it relates to counterparts at the customers, and updates activities in C4C; including documentation of key information about the customer account
• Customer order management including processing of quotes for price updates, contract review, order entry, order status, inventory stock review, purchasing practices, and on-time delivery
• Monitor customer orders: Minimum order and line values, profitability, and costs
• Process customer complaints and assist with investigation and corrective actions
• Communicate and coordinate customer requirements throughout the supply chain in coordination with the Operations Process Manager.
• Communicate, coordinate, and support the Sales Engineers and Application Engineers with customer service related projects
• Joint sales visits to customers with Sales Engineers
• Attend additional training as needed

Education and Experience: 

Required:

• Bachelors degree in business administration, supply chain, information systems or related discipline required or equivalent combination of education, training, and experience
• Knowledge of basic business sales and marketing practices
• Customer service experience

 Preferred:

• ERP experience, with JDE Experience a plus
• Technical Degree (Engineering or the Sciences)
• Knowledge of rubber/plastic products is helpful
• Familiarity with ISO quality requirements is helpful
• Familiarity with technical prints is helpful

Competencies: 

• Strong written and verbal communication skills
• Strong people and relationship building skills
• Customer driven with a positive, professional, can-do attitude
• Strong organizational skills with the ability to multi-task with attention to detail and accuracy
• Strong analytical, decision making and problem solving skills
• Basic math skills (addition, subtraction, margin calculations)
• Knowledgeable with regards to basic business sales and marketing
• Proficient in the use of Microsoft Word and Excel
• Proficiency in the use of business operational software (Oracle JDE, SAP) is beneficial

Travel:

• Limited travel requirements will be 5% of the time per year.
• Travel may be required internationally; candidate must be able to travel outside of the US or Canada without restrictions.

Application: 

Last Application Date 10/27/2024

Apply Here

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