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Customer Success Specialist II

3 months ago

St Johnsbury, United States Aluminum Precision Full time

3333 W Warner Ave, Santa Ana, CA 92704, USA Req #10714 Tuesday, July 30, 2024 Aluminum Precision Products (APP) is an international leader in manufacturing aluminum forgings. We offer you the opportunity to be a part of a globally recognized organization that enjoys an unparalleled reputation for quality. Here you’ll be challenged on a daily basis, tasked with solving problems, working with smart, energetic, and dedicated people with an opportunity to grow and learn. Why work for APP? Medical, Dental, Vision – Generous company contribution, low cost to employee Life insurance – 100% company paid - covers employee, spouse and dependent children Generous Vacation Time Sick Time Annual Bonus (based on company meeting Key Results) 401k (Company matches up to 4%) ESOP Employee Profit Sharing Retirement Plan (100% Company Paid) Robust training program 9 Paid Holidays Holiday Shut Down (Christmas thru New Year’s) Responsibilities include but not limited to: Building, managing, and growing the relationships that APP has with all departments within our customers facility and their divisions including but not limited to their purchasing, quality, engineering, etc. In other words, you will engage customers to ensure they are receiving the support they need. An instance of this is helping them achieve the expectations they set before purchasing our products or services. Be able explain the sales process and ensure everything runs seamlessly before/after purchase. Able to answer question from the customer with conciseness and transparency. Customer can directly inquire with the Customer Success Specialist and work with them to resolve pressing issues with ease. Form a direct/interpersonal relationship with customers and provide them with timely valuable options and opportunities. Have the ability to learn the expectations of the customers. Proactively supports all of their orders from receipt of order through shipment. Interact with New Customers to increase APP’s business’s chance of retaining them. Help New Customers begin their relationship with the business confidently; that is from a position of feeling confident about buying whatever APP is offering. Requires an in-depth knowledge of the customer, their products and the products we sell them. Engage with customers at every chance they get. Schedule conference calls and Virtual meetings with customers to ensure they receive interpersonal training. Skills (To deliver the best customer experience possible, Customer Success Specialist must have the following critical skills) Conflict Resolution: The result of this skill is trust and customer growth. It is a skill that tests your ability to find out the primary issues customers have. Foresight and Expectations Management: This is especially useful when other departments at APP do not set reasonable expectations beforehand. Customers are unpredictable. Listening and Understanding: A Customer Success Specialist needs to listen and understand. Since your main role is to manage customers and provide solutions to problems, sometimes before they even arise, listening is key. Efficient Use of IT tools: Sound knowledge of Enterprise/Manufacturing Systems (Previous knowledge of IFS is a plus). Tenacity: Customer Success Specialists must show strength, willingness and be ready to handle customer complaints as well as the responsibilities that follow. This is a winning attitude toward customer success. You must remain professional at all times Compensation: $20.25 - $23.00 an hour. This is the lowest to highest hourly starting rate we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted starting range, and the range may be modified in the future. An employee’s pay within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs. APP is an ESOP (Employee Stock Ownership Plan) Company and we are committed to the long term growth of our organization and employees. We offer an excellent benefits package including Medical, Dental, Vision, Life Insurance, and 401k plan. APP, Inc. engineers and manufactures certain products that are considered ITAR-controlled items under the International Traffic in Arms Regulations (ITAR). Consistent with ITAR, any position at APP, Inc. that involves work with the engineering or manufacturing functions of the Company may only be filled by a candidate who is (i) a citizen of the United States, or (ii) a person who has been accorded the privilege of residing permanently in the United States as an immigrant in accordance with the immigration laws. Are you a U.S. Citizen or U.S. Person? (U.S. Person = a natural person who is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3).) Accessibility: If you need help accessing this page please contact us by Email: apphr@aluminumprecision.com Aluminum Precision Products, Inc. is an equal opportunity employer, including disability and vets. If you want to view the EEO is the Law poster in English, Spanish, Arabic, and Chinese please click here. 3333 W Warner Ave, Santa Ana, CA 92704, USA #J-18808-Ljbffr