Customer Retention Specialist

3 days ago

West Deptford, United States HPS, Inc. Full time

HPS, Inc., The Company:

HPS, Inc., a leader in seal design and supply, is seeking a mid-level Customer Retention Specialist (internally titled Customer Success Specialist). HPS aims to solve customer specific sealing related problems for OEMs and component manufacturers by establishing and maintaining high trust relationships with our customers and delivering high-quality technical expertise. We offer competitive wages, paid time off, company holidays, a comprehensive benefits package, and a company-wide quarterly bonus program. Founded in 1975, HPS Inc. is a family-owned business, staffed by a team of professionals in a collaborative environment. If you are an outgoing, solution-seeking customer advocate looking to utilize your consultative and project management skills to solve customer issues, reach out today


HPS, Inc. recognizes that a well-rounded, fulfilled team member knows their value, purpose, and is given the opportunity to make a difference with their work. We prioritize and value work-life balance through generous paid time off, company-wide breaks during paid holidays, and the belief that great work happens at work. HPS feeds employees’ minds with specialized paid training and tuition reimbursement benefits after applicable waiting periods, and their bodies with our legendary “Bagel Fridays” and unlimited snacks and drinks throughout the office and warehouse.


Our Customer Retention (Success) Specialist will work as part of our Customer Success Team, to engage current HPS customers using a consultative approach to ensure the customer’s success by understanding business objectives and challenges and proactively identifying opportunities to address those needs with HPS products/services. 


The Customer Retention Specialist will be responsible for:

  • Onboarding, building, and maintaining strong relationships with key contacts for existing business within assigned portfolio of customer accounts.
  • Leading the conversation as the voice of the customer while collaborating cross-functionally with sales and operations teams (Engineering, Supply Chain, Order Fulfillment) to drive resolution of customer issues (which could involve technical specifications), anticipate needs, and optimize customer results.
  • Communicating effectively with customers to gather and deliver the necessary information to ensure successful, on-time delivery (OTD) and quality assurance of their specific sealing solutions.
  • Analyzing customer usage data and metrics to identify trends and opportunities for upselling or cross-selling additional products/services.
  • Utilizing Salesforce to coordinate Business Development activities, facilitating meetings using Salesforce and Microsoft Teams as well as generating new quotes, entering orders, coordinating expedited shipping, and other necessary tasks with the OF & SC teams.
  • Collaborating with Sales to manage day-to-day client communication and ongoing relationships as it relates to current customer projects
  • Building long-lasting, mutually beneficial relationships with external contacts and internal departments to create a better customer experience and ensure customer retention.
  • As necessary, visiting clients to capitalize on relationship-building opportunities.
  • Committing to our quality and environmental efforts by following processes and procedures and recommending improvements.

 

The ideal candidate is:

  • Able to work independently and collaboratively in a fast-paced, dynamic environment while remaining meticulous, highly accurate, and always maintaining a professional demeanor.
  • Experienced in project management, as customer onboarding, account planning, issue resolution, customer success initiatives, cross-functional collaboration, and data analysis and reporting are crucial to success in this role.
  • Able to understand products that are technical in nature, and effectively communicate technical concepts to technical and non-technical audiences.
  • Solution-driven, as the Customer Success Associate is not only resolving immediate issues but contributing to long-term customer satisfaction and retention to ultimately drive business growth and success.
  • Flexible and adaptable which enables the Customer Success Associate to navigate the complexities of client relationships, industry dynamics, and team collaboration to ultimately contribute to the success of both the customer and the company.

 

Requirements:

  • Minimum 3-5 years of experience in customer success, account management, or related role, preferably in the industrial machinery/parts distribution, manufacturing, or design sector.
  • Bachelor’s degree in business, marketing, communications, or related field.
  • Proficient in Microsoft 365, Microsoft Business Central and experience working with a CRM tool, preferably Salesforce.
  • Ability to pass pre-employment screening, which includes a drug test and a background check.
  • Ability to work first shift: 8:30am – 5:00pm EST Monday-Friday. Limited hybrid work arrangement available.
  • Ability to work independently, while keeping deliverables and deadlines top of mind for multiple accounts while maintaining trusted relationships.
  • Ability to understand customer needs, negotiate costs and services, and deliver client-focused solutions. 
  • Must have excellent written and verbal communication skills (English) with the ability to build rapport and trust with customers.
  • Must be legally authorized to work in the U.S. and will not require sponsorship.
  • Travel: Customer Retention Specialist may be expected to travel up to 4x/year.

 

HPS Inc. offers:

  • Competitive wages dependent upon experience and additional pay increases on an annual basis
  • Comprehensive benefits package to include medical, Rx, dental, vision, STD, LTD, 401K and HSA
  • Quarterly bonus (depending on meeting sales targets)
  • Training and Tuition Reimbursement benefits
  • Company paid holidays
  • Paid time off beginning at 15 days/ year (prorated in year 1)


Join us: If you are an outgoing, solution-seeking customer advocate looking to utilize your consultative and nurturing approach to drive customer success, we want to hear from you. Apply now and become part of the HPS, Inc. Team


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