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Customer Success Manager

4 months ago

Suwanee, United States Murrelektronik Full time

About Murrelektronik

At Murrelektronik, our success is primarily based on our committed employees, innovative products, market and customer centricity, effective logistics and quality consciousness. We are proud of this: for our company, founded in Oppenweiler in 1975, today occupies a leading position not only on a national, but also on an international basis.


We at Murrelektronik strive to establish long-term connections. And not only in a technical sense, but also in our particularly close connections to our customers. For this reason, we attach importance to employee satisfaction and welfare. We aim to support this through various services and benefits.


We offer a robust benefit package to include medical, dental and vision services, tuition reimbursement, annual uniform stipend, flexible work environment and much more.

Learn more about working at Murrelektronik and apply online today.


Summary

The Customer Success Manager role serves as the liaison between Murrelektronik and their highest value customers. As the main point of contact for this client base, they have an in-depth understanding of the customer's needs and are responsible for communicating common customer behaviors to the sales, marketing, and product teams. It is a customer success manager’s responsibility to address customers’ needs and concerns as quickly and effectively as possible to develop and maintain strong relationships. They are directly responsible for resolving cases, processing orders, quote creation and advising on buying decisions.


Essential Duties

  • Develop new and existing relationships across your customer base to ensure a strengthened partnership and the creation of new advocates.
  • Provide thought leadership to create credibility and trust in your client relationship.
  • Establish initiatives and identify opportunities to encourage customer growth and increase revenue conversion.
  • Manage and respond to inbound customer service-related inquiries via phone, cases and email.
  • Own the complete order lifecycle: Accurate order entry, provide accurate and timely information related to orders, delivery updates, ensuring invoice receipt.
  • Accurately create and deliver pricing and availability quotes (P&A quotes) in addition to special pricing quotes.
  • Ensure that customer issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency.
  • Proactively engage with predefined client segment. This is inclusive, but not limited to, development and delivery of client specific reports, project planning support and maintaining specific client pricing data.
  • Provide updates to internal cross-functional partners on customer perspectives, risks, strategic insights, executive briefings and requests.
  • Collaborate with internal Murrelektronik departments to ensure all client issues, real and perceived, are being addressed and resolved.
  • Foster proficient familiarity with product applications at an intermediate level.
  • Scale up and down to support both the Customer Experience Managers and Sr. Customer Service Specialists as needed.
  • Work with Customer Experience Managers to ensure Customer Service team members are cross trained on client base.
  • Attend all assigned training sessions.
  • Attendance for in-person client meetings as required.
  • Other duties as assigned.


Desired Knowledge, Skills, and Abilities:

  • Possess a minimum of 5 years of senior level customer service experience.
  • Proficiency in working with SAP or similar ERP systems.
  • Proficiency in working with Salesforce or similar CRM (Customer Relationship Management) systems.
  • Proficient in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, etc.
  • Possess strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders.
  • Bi-Lingual preferred.
  • Detail-oriented and ability to provide high-quality work, with a sense of urgency and focus on accuracy.
  • Ability to be open and adaptable to change.
  • Strong customer focus, empathetic, friendly, good energy, and positive demeanor in the workplace.
  • Excellent time management skills and ability to multi-task when under pressure.
  • Strong interpersonal & communication skills and ability to work well in a peer driven-team environment.
  • Ability to operate with a high degree of emotional intelligence in the workplace and while interacting with others.
  • Embody Murrelektronik’s Core Values: Courage Accountability, Integrity, Passion and Unity



Education


  • Bachelor’s degree in business or other degree related field preferred.


Travel


  • Occasional travel is required for this position.


TYPICAL WORK ENVIRONMENT


Physical demands and work environment: The physical demands and work environment characteristics 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. Please note that this is an in-office position.


Physical demands: While performing the duties of this job, the employee is required to walk; sit; use hands to finger, handle, or feel tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.