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Customer Success Manager

2 months ago

Burbank, United States Bunzl Distribution USA Full time

The Customer Success Manager (CSM) is responsible for delivering optimum service and a positive customer experience. The CSM is focused on customer loyalty and building close long-term client relationships. The CSM guides all product inquiries and opportunities from concept through production delivery. An expert in product, the CSM leads development, costing, and account maintenance through every stage of adoption to deliver a seamless experience in service to the customer. Taking a pro-active approach, the CSM anticipates and drives service to the customer by managing customer calendars, inventory, open orders, and performance KPI’s. Supported by the Customer Success Associates, the CSM ensures data integrity in customer portals and Earthwise item management.

Responsibilities:

Develop, mentor, and train team providing appropriate documentation, direction, and resources needed to support desired outcomes. Monitor the overall performance of staff to ensure achievement of key performance metrics and compliance with policies, practices, and approved customer success processes. Oversee the daily administration of customer purchase orders ensuring accuracy and timeliness. Be a proactive liaison to other management team colleagues (Sales, Inventory Management, Warehouse Operations, Finance, etc.) Partner with Sales Account Manager(s) to understand customer profile ensuring a thorough knowledge of account operations, goals, and organization. Analyze sales and product performance with Sales team to create opportunities for year over year growth. Direct customer product assortments by providing presentations, conceptual graphics, and selling costs. Partner with Product Development to initiate new products as requested and anticipate line expansion opportunities. Focus on solutions, provide product options demonstrating a thorough knowledge in materials, constructions, print techniques, MOQ limitations, lead-times, and costs. Drive graphic development, submission, and approval process. Partner with Graphics team to provide technical expertise to the customer. Support Sales team quarterly business review.

Requirements:

High school diploma or equivalent required, bachelor's degree preferred. Minimum of 3 years experience in customer service experience, preferably in a distribution or manufacturing setting. Minimum of 3 years of practical and recent, hands-on experience as a Customer Service Manager or similar role. 7+ years of demonstrated product development expertise. 7+ years providing internal or external product presentations in selling functions. Experience in AS400, Smartsheet, and Beacon strongly preferred. Demonstrated ability to define and manage process to calendared expectations. Sales experience, account management, or wholesale line management strongly preferred. Excellent knowledge of Microsoft Office. Ability to work independently, collaboratively, and build business relationships. Must possess excellent verbal and written communication skills. Must be team oriented, dependable, and a strong leader. Must be able to multi-task with the ability to change direction quickly and often. High level of attention to detail required.

Earthwise CA salary range: $80K - $120K plus bonus eligibility based on experience, education, and geographic location.

Bunzl is a global leader in the Safety, Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.

So, what are you waiting for? A new career awaits you with endless opportunities.

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

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Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company

match.

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities #J-18808-Ljbffr