Channel Customer Success Advocate

Summary of role:

The Channel Customer Success Advocate (CSA) is responsible for providing and achieving exceptional customer experiences and total satisfaction to customers served through indirect sales channels (distributors, competitors, Seals Shop) while building positive customer relationships to help enable development of new business opportunities.

The Channel CSA is responsible for:
- Customer order management
- Communication and coordination throughout the supply chain and manufacturing locations
- Supporting the Channel Sales Engineer with customer projects and overall business
- Contributing to achieving service-related goals.

Tasks and Responsibilities:

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

• Develops and maintains strong customer relations while projecting professionalism at all times; develops relationships and customer mapping while documenting and sharing information learned about the account
• Provides information (pricing for existing demand, inventory availability, order status, etc.) and handles customer requests in an accurate and timely manner
• Serves as the primary point of contact for all commercial inquiries made by authorized distributors. These include, but aren’t limited to: processing quotes for price updates, contract review, addressing issues with minimum order/line values, order entry, order status, on-time delivery management and managing profitability for the account
• Responds to requests for support from Seals Shop customers
• Processes Channel customer complaints and returns; assists with investigation and corrective actions as needed
• Uses customer relationship management platform to document customer interactions and tasks for Sales Engineer follow-up
• Communicate, coordinate, and support the Channel Sales Engineer with customer service-related projects
• Joint sales visits to authorized distributors with the Channel Sales Engineer
• Communicate and coordinate customer requirements throughout the supply chain. Identified internal barriers to provide customer satisfaction and works collaboratively with counterparts in Supply Chain Management, Manufacturing and others to resolve customer service-related issues

Education and experience:

Required

• Minimum 1 year of experience in a Customer Service Position strongly preferred.
• Bachelor’s degree required. Degree or equivalent experience in engineering, the sciences, or other technical field a plus.
• Knowledge of basic business sales and marketing practices

Preferred

• Knowledge and use of JD Edwards ERP and SAP C4C platforms
• Knowledge of rubber/plastic products is beneficial
• Familiarity with ISO quality requirements is beneficial
• Familiarity with technical prints is beneficial

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 3/13/2025

Click Here

Please right-click the link to open in a new tab