Job Description

JOB SUMMARY

Customer Success Manager is responsible for organizing and supervising customer service functions; managing daily activities in customer service includes day-to-day duties; managing/renew contracts; proactive problem-solving; creating ways to improve the customer experience, supporting customers as they transition from sales prospects, advocate for customers and the company, building close relationships with customers. Taking ownership of customers issues and following problems through to resolution.

ESSENTIAL FUNCTIONS

• Interview and hire new candidates for the Customer Service Department.
• Manage department workload ensuring tasks are delegated accordingly to the team.
• Implement, communicate, and maintain company practices, policies, and procedures with the team.
• Develop and train team members, as needed.
• Supervise day-to-day operations, providing support when necessary.
• Lead frontline support and service teams by ensuring both employees and customers are in the best position to succeed.
• Interacting with customers and handling elevated customer inquiries and complaints.
• Attending customer training on new EDI platforms, test to ensure completion on or before customers roll out date.
• Participate in the development and maintenance of new customer order platforms as needed.
• Collaborate with other departments to create and implement new policies and procedures to help to improve internal processes and customer experience.
• Provide support to accounts receivable to ensure customer payment success as needed.
• Issue ERP credit memos (Transit damages, discrepancies, or Quality issues).
• Issue product back into inventory in the event product is returned to Parker.
• Maintain our ERP system up to date. (Sales managers, brokers, new items, pricing, item/customer notes).
• Create and manage Sales Contracts and Floor Stock Agreements.
• Review and report customer service KPIs.
• Support the sales and executive managers with departmental reports.
• Report sales opportunities as “WON” or completed in the CRM system.
• Prepare international documents for customer orders.
• Support the accounting and quality teams during audits.
• Represent customer service during all company meetings.
• Maintain pricing in ERP and master spreadsheet. (New, revised, spot market or delivered pricing.)
• Participate in new pricing roll out for new year or as needed. (Call out any discrepancies)
• Conduct performance evaluations that are timely and constructive.
• Handles discipline and termination of employees in accordance with company policy.

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