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Customer Engagement Specialist

2 months ago

Milford, New Hampshire, United States Alene Candles Full time
About Us

Alene Candles LLC & Midwest is a premier private label manufacturer specializing in high-quality candle production for renowned retail, boutique, and cosmetic brands. With over 25 years of experience, we prioritize safety and excellence in our products, fostering a workplace recognized for its outstanding culture and commitment to quality.

Role Overview

The Customer Success Manager serves as the advocate for our clients. This role encompasses the strategic execution of customer needs, ensuring alignment of activities and resources across various departments, systems, and workflows. You will play a crucial role in supporting product innovation and managing the success of programs associated with designated accounts. Additionally, you will facilitate the seamless introduction of new products from conception through to delivery.

Key Responsibilities
  • Engage with both existing and prospective clients to support new product development and modifications to current offerings.
  • Assist in Project Management to meet both customer and organizational goals through established processes.
  • Oversee customer orders while considering production capacity, desired delivery timelines, and material availability.
  • Maintain all program documentation in accordance with Quality Management System standards.
  • Generate reports for internal stakeholders regarding audit activities as needed.
  • Ensure all development tasks are completed with necessary approvals prior to order entry.
  • Process orders and changes through the ERP system, collaborating with Scheduling to prioritize production capacity.
  • Provide logistical support to ensure timely deliveries, including sharing routing guides and shipping information with clients.
  • Verify and update current work instructions as necessary.
  • Ensure quality standards and specifications are established for all programs.
  • Confirm completion of development and final bill of materials before production begins.
  • Establish operational shipping dates and monitor progress towards completion.
  • Maintain forecasts to ensure appropriate capacity allocation.
  • Assist in managing aged materials owned by the company and customers.
  • Participate in post-program evaluations to assess outcomes.
  • Address quality concerns and ensure appropriate personnel are involved in corrective actions.
  • Collaborate with team members to achieve program objectives and departmental goals.
  • Uphold company standards of performance and adhere to safety and housekeeping policies.
  • Perform additional duties as assigned by the Customer Success Leader.
Qualifications

Essential Qualifications
  • Bachelor's degree in Business Administration or a related field.
  • A minimum of 4 years of proven experience in program or operational management.
Desirable Qualifications
  • Experience in consumer goods is highly preferred.
  • Familiarity with manufacturing operations.
  • Experience with ERP systems, particularly IFS or SAP, is advantageous.
  • Proficiency in Microsoft Office Suite, including Excel, Access, and Outlook.
  • Strong critical thinking and problem-solving abilities.
  • Excellent decision-making, customer service, planning, and organizational skills.
  • Self-motivated with the ability to manage multiple priorities effectively.
  • Strong communication skills with the ability to influence and lead.
  • Demonstrated program or operational management skills to enhance program performance.
Benefits

Alene offers a comprehensive benefits package for full-time employees, including Medical, Dental, and Vision coverage, a 401(k) plan with company matching, Basic Life Insurance fully funded by the company, an Employee Assistance Program, Flexible Spending Accounts, Paid Holidays, Paid Time Off, Tuition Reimbursement, and a community engagement program.

Alene Candles is committed to providing equal employment opportunities and prohibits discrimination and harassment of any kind, ensuring a diverse and inclusive workplace.