Customer Success Manager

1 week ago

Cincinnati, Ohio, United States Olivercarol Full time
Job Summary

We are seeking a highly skilled Customer Success Manager to provide primary point of contact (POC) logistic support for assigned products, customers, and regions. The ideal candidate will work closely with the Regional Customer Manager (RCM) and Customer Engagement Manager (CEM) to ensure the optimum customer experience.

Key Responsibilities
  • Perform as the primary point of contact (POC) to the customer from initial order receipt to product shipment
  • Validate that Purchase Orders/Contracts meet the agreed upon Terms & Conditions or applicable Federal Defense Regulations
  • Work with the Customer Service Team to ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, and Aftermarket Services to support the timely resolution of problems/issues related to product design and/or manufacture
  • Provide order status updates to customers as required
  • Research and correct regular, advanced, and long-standing customer concerns
  • Collect customer feedback and make process changes to exceed customer satisfaction goals
  • Complete special projects by using effective decision-making, critical thinking, and time-management skills
  • Maintain ERP system (Epicor) with current order/shipment-related information
  • Be available to travel to customer locations, as required
Qualifications and Experience
  • 3 years prior customer support experience, government contract experience is considered a plus
  • Bachelor's degree, preferably in business or technical field, or equivalent work experience
  • Prior experience working with customers in a global environment, including international travel
  • Proficiency with computer software applications, e.g. MS Office with emphasis on MS Excel
  • Ability to multi-task and work effectively under time pressures
  • Ability to interact effectively at various levels within the customer's organization
  • Articulate and effective communicator with the ability to influence others through the employment of sound judgment and good sense rather than the use of authority
  • Highest standards of integrity, loyalty, honesty, moral and ethical values

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