Customer Solutions Specialist

1 week ago

Wayne, United States FXI Full time
Customer Solutions Specialist Job Locations US-PA-Radnor ID 2024-3908 Category Customer Service/Support Position Type Full-Time Overview

Building our Future Together. FXI is a leading producer of foam innovation in the Bedding, Furniture, Industrial, Home & Office, Healthcare, and Transportation markets. We have made it our mission to provide tailored solutions that delight our customers and consumers. With our corporate headquarters, high-tech research and development facility, and multiple manufacturing locations in North America, FXI has built a culture of innovation and achievement that is recognized by customers, suppliers and peers. Our products include finished goods, sub-assemblies, services, and raw materials for OEMs, fabricators, and retailers. You will find FXI's foam innovations inside, around, and under yourself in countless applications. Everywhere foam goes, FXI's innovations lead the way Won't you join us?

Job Overview: The Customer Solutions Specialist is responsible for fostering and managing strategic relationships between FXI and its key customers, particularly with Serta Licensees, to deliver exceptional customer service, alignment on business needs, and efficient operational support. This role involves close collaboration with FXI plant operations, Product Development, and Marketing teams to support customer requirements, maintain pricing integrity, and drive project initiatives. Some travel is required.

Responsibilities Customer Relationship Management
  • Build and maintain robust partnerships between FXI and customer facilities, with a focus on Serta Licensees, understanding their business needs and operational requirements.
  • Lead Plan-Do-Check-Act (PDCA) meetings as necessary to align FXI and customer facilities.
Operational Support and Contingency Planning
  • Collaborate with FXI plants to ensure contingency plans are in place to minimize operational impacts for customers.
  • Support prompt communication and action plans during operational disruptions to maintain customer satisfaction.
Sample Coordination
  • Oversee the coordination of sample requests to Serta Simmons Bedding (SSB) and third-party marketing teams, ensuring timely and accurate delivery.
Product and Quality Assurance
  • Drive the Production Part Approval Process (PPAP) to meet SSB requirements and support Namo with Material Property Requirements (MPRs) and plant trials as needed.
Quote and Pricing Management
  • Submit, track, and manage customer quotes, maintaining a high level of accuracy and efficiency.
  • Manage and update price lists, including adjustments related to chemical collar pricing changes to reflect current market conditions
Qualifications
  • Bachelor's degree in Business, Operations, Engineering, or related field.
  • 5+ years of experience in customer relationship management, sales support, or operational management roles, preferably within the bedding or manufacturing industry.
  • Strong interpersonal and communication skills, with experience in managing client relationships.
  • Proven ability to coordinate projects, work cross-functionally, and solve operational issues.
  • Familiarity with PPAP processes and pricing management.

Additional Requirements:

  • Ability to travel as required to customer and FXI locations.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
  • Familiarity with CRM and ERP systems is a plus.
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