ABOUT THIS ROLE
The Customer Success Representative plays a crucial role in ensuring that clients not only achieve their immediate goals and achieve maximum value from the company's products and services , fostering strong relationships, and enhancing customer
RESPONSIBILITIES
- Receive and process , quotes, and order changes for assigned customers within turnaround parameters and reviewed by senior level Customer Success Representatives.Provide customer with pricing and delivery information based on company procedures and policies.
- Work with Sales, Product Management, Production to track existing orders for customers to ensure on-time deliveries and resolve any late orders in advance of due dates.
- Communicate shortages and engage Laird global site to resolve delays daily. Assist with expedites and coordinate deliveries with Laird Sites and Customers.
- Confer with internal and external customers to resolve customer problems with orders, deliveries, quotations, quality, and forecasts.
- Utilize Customer Complaint database and follow through to closure
- Perform at a novice to intermediate level answering customers questions about products, prices, and availability.
- Assist with creation and process basic quotes and quote requests from customers, sales, Technical Support Engineers, and Field Application Engineers using existing pricing.
- Obtain customer forecasts, complete excel templates and coordinate with the Demand Analyst.
- Assist with compiling requested documentation including Supplier Surveys, RoHS, Conflict Minerals, HTS Codes, new customer set up, and order related documents.
- Complete customer scorecards and address areas of improvement with sales and the manufacturing site.
- Manage B2B portals as required by customer
- Manage customer data as required in CRM.
- Adheres to quality and safety systems or maintenance of quality and safety standards.
- Perform other duties as assigned or necessary to meet changing business conditions.
REQUIREMENTS
- Bachelor degree or above, with major in business administration, supply chain, or a related field.
- Minimum 5 years of experience in customer service, sales support, logistics, etc.
- Knowledge of Windows applications with strong skills in Excel and Powerpoint.
- Strong aptitude to serve customer's needs.
- Ability to handle multiple tasks simultaneously in an efficient, organized, and decisive manner.
- Strong interpersonal skills, including the ability to communicate on all levels within internal and external groups.
- Ability to work well with others and to work efficiently and accurately in a team-based environment.
- Excellent communication skills, both written and oral
- Experience in ERP/MRP a plus.
- Knowledge of Salesforce or similar CRM a plus.
