Customer Success Specialist

2 weeks ago

Nashua, New Hampshire, United States Pfeiffer Vacuum Full time
SUMMARY

Responsible for interfacing with customers prior to and after a sale. Develops and maintains positive customer relations and coordinates company functions to assure quality and timely delivery of services and products.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential. The organization promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required. Employees must follow all quality and safety procedures of the company, including those at customer sites if applicable, and must abide by the corporate Code of Conduct in all situations.

Supervisory Responsibilities

None.

Duties – Level 1
  1. Receive sales orders from customers or sales staff via phone, email, or fax.
  2. Set up, enter, and process sales orders.
  3. Process repair orders for select key accounts and execute contracts, with guidance or supervision.
  4. Quote price/delivery.
  5. Determine and keep records of sales orders, order status, ship date, availability, and back orders.
  6. Successfully meet the departmental KPIs and Quality objectives.
  7. Efficiently process requests for credit and return goods authorizations from customers.
  8. Review orders for accurate bill to/ship to, terms, delivery, correct prices, part numbers and descriptions per standard catalog listing.
  9. Communication both verbal and written in a positive and supportive manner to both external and internal customers.
  10. Log in to customer portals to acknowledge orders, submit quotes or pull POs for order placement.
  11. Verify special contract pricing is approved and loaded into system accurately.
Duties – Level 2

In addition to the above, the following duties apply to the Level 2 role:
  1. Proficient at processing repair orders for select key accounts and execute contracts.
Duties – Level 3

In addition to the above, the following duties apply to the Level 3 role:
  1. Planning and forecasting of product for key accounts.
  2. Takes responsibility for process improvement actions.
Duties – Team Lead

In addition to the above, the following duties apply to the Team Lead role:
  1. Resolve production, shipping, scheduling and/or invoicing problems.
  2. Authorize requests for credit and return goods authorizations from customers.
  3. Enters special customer contract pricing and special factory purchase pricing into system accurately.
  4. Supports the team by processing credits, archiving orders, releasing orders to invoice, and looking up serial numbers in the factory databases.
  5. May assist in training entry level employees.
  6. Perform other duties as assigned.
Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks

Tasks require walking, sitting, bending, reaching, and mobility. Work requires computer skills (word processing, spreadsheet, and data-entry via ERP system), attention to detail and accuracy. Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers. Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job.

POSITION REQUIREMENTS

Company Values

Pfeiffer Vacuum believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded, and agile – in all of their business activities. We expect that our company values of open mindedness, trust, communication, thinking strategically/being creative, being courageous, accountable, and humble, ethical sensitivity/compliance, resilience/facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.

Qualifications

Requirements include knowledge of Microsoft Office, Outlook, and Windows as well as general background working with computers and office equipment (copiers, etc.) and accurately performing data entry.

Education and/or Experience

Bachelor's degree preferred. Level 1 - Not less than two years experience in an administrative capacity in an industrial/office work environment; Level 2 requires 3-5 years of experience; Level 3 and Team Lead require at least 5 years of experience. Levels 2, 3 and Team Lead require in depth knowledge of company products and demonstrated ability to work well under time pressure. Experience with Microsoft Office is required, as well as excellent verbal and written communication skills. Highly self-motivated, detail-oriented person with customer service experience. Experience in a service-related industry is preferred.

Language Skills

Essential functions require the ability to read, write and speak English.

Mathematical Skills

Basic Mathematical skills.

Reasoning Ability

Works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practices is required. Normally receives general instruction for routine work, detailed instruction on new assignments. Typically required to use spreadsheets, data base queries, presentations, and word processing applications.

Certificates, Licenses, Registrations

Valid Driver's License

Tools and/or Equipment

This position uses a computer extensively with demonstrated abilities in the use of Microsoft products as well as other common office type equipment.

Work Environment

This position will be an in office-environment.

Pfeiffer Vacuum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Jill Guilmain at

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