Customer Relationship Manager

6 days ago

Phoenix, Arizona, United States R.S. Hughes Company Inc. Full time
About R.S. Hughes Company Inc.

At R.S. Hughes Company Inc., we are committed to recognizing excellence not only in our products but also in our employees. Our company holds itself to the highest standards of quality and professionalism, treating employees as valuable assets.

We have a dynamic presence in North America, with 49 warehouse sites across the United States and Mexico, offering an extensive inventory of industrial supplies, including adhesives, abrasives, electrical products, static control solutions, tapes, labeling materials, and safety products.

Our team is driven by competitive salaries and benefits, along with a work environment that encourages growth and challenges us to be our best selves. We value hard work, common sense, and consistently reward those who exemplify these traits.

Duties and Responsibilities
  • The Customer Success Specialist will be responsible for dedicated customer care for assigned accounts, primarily classified as Maintain & Invest.
  • This key role will serve as the single point of contact for customers, requiring collaboration across various warehouses and regions.

The CSS will work closely with internal departments to address product pricing, credit issues, complaints, product availability, order status, returns, and delivery logistics. This position encompasses all touchpoints for assigned accounts, including order management, customer-specific requirements management, customer inquiries, customer satisfaction, and on-time shipment management.

To meet customer expectations and create a positive experience, the CSS will leverage available resources. This role must adhere to all company policies and safety protocols.

Key CompetenciesOrder Management
  • The successful candidate will manage customer orders and inquiries in a fast-paced environment using ERP systems and other internal tools.
  • They will track orders and deliveries to ensure timely shipment, communicating proactively with customers about order verification, pricing, and shipment status.
  • Prompt responses to customer queries within agreed Service Level Agreements (SLAs) are essential.
  • The CSS will ensure accurate customer master data and customer-specific requirements for assigned accounts.
  • They will train backup support on account details.
New Accounts
  • The successful candidate will open new customer accounts, ensuring accurate data setup and welcoming customers.
Problems & Solutions
  • Internal support will be provided to junior Client Experience team members regarding minor customer problems, complaints, or requests.
  • The CSS will solve customer problems and find the best possible solutions.
  • They will assist customers in navigating the RS Hughes website and placing orders online.
  • Complaints will be handled within established guidelines, with follow-up and response initiated as necessary.
  • Unresolved customer issues will be escalated to the correct internal resource/team for resolution.
  • Knowledgeable answers will be provided to questions about products, pricing, and availability.
  • Customer satisfaction metrics/expectations will be met.
Product Knowledge
  • Maintenance of adequate knowledge and understanding is required to meet customer needs, provide real, effective solutions, and deliver exceptional customer service.
Returns
  • The successful candidate will assist customers with returned goods, writing up returned goods authorizations for returning merchandise.
  • They will respond to shipping inquiries and answer returns status questions.
Internal Coordination
  • Coordination with operations will be performed in a timely manner to verify lead times, schedule customer orders according to delivery needs, and communicate special handling requests.
ERP Management/Maintenance
  • The CSS will enter customer orders efficiently and accurately.
  • Regular access to real-time information will be used to view product inventory levels, shipments, pricing, order activity, etc.
  • Searches will be conducted to research order status and provide accurate responses, ensuring no lapses in communication.
  • Awareness of the ERP system and its functionality will be maintained to best serve customers.
  • Records of customer interactions, transactions, comments, and complaints will be kept in the ERP database.
  • Data will be entered into different applicable systems/MS applications.
  • Product and customer reports will be prepared by gathering data collected during customer interactions.
Reporting & Analysis
  • Analyzing and interpreting customer data will involve building reports, KPIs, and reporting trends for management.
  • Trends will be identified, and recommendations will be made to improve customer service.
Other Assignments
  • The successful candidate will multitask to complete assignments while maintaining attention to detail.
  • Feedback will be provided on the efficiency of the customer service process.
  • Additional job duties will be performed as assigned.
Education/Certification/Licenses
  • A High School Diploma or GED equivalent is required, while a Bachelor's degree in business or a related field is preferred.
  • 2-5 years of experience in B2B customer service or phone-based support in a high-volume, fast-paced environment are required.
  • Minimum of 2-5 years' experience of data entry/management in ERP/CRM is required.
Estimated Salary: $60,000 - $80,000 per year

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