Win customer trust and long-term customer relationships.
Service and maintain new and existing assigned customer base.
Work within the parameters of the QM System to help company achieve general and company-specific quality efforts and growth goals.
Description
The Customer Success Manager manages the daily operational business between the customer and company (formerly Inside Sales). She/he is in constant contact with the customers. Customer satisfaction is the focus of the activities. Customer Success Managers manage the customer relationship and are responsible for the commercial terms.
They are responsible to "farm" the existing customer relationship to increase customer satisfaction, profitability and to generate growth.
Responsibilities
Participation in the "Customer Success Team" with combined customer support and developments
Enter quote into SAP. Quote review w customer costing/labor OH margin follow-up
Communicate PPV with the customer. Tracking extra material charges and unforeseen charges needed to complete project.
Receive POs
Manage customer order entry within SAP and address exceptions and issues as they arise
Updating customer on finished goods deliveries after review with Production Planning
Reviewing WO's and adjusting schedules
Perform CTB reviews and resolve shortage report issues
Order monitoring/disposition planning and expedite if required
Interface and communication between customer and internal functions
Perform Dispo Cockpit Operations (DCO). Instruct Customer Buyer to buy for new orders
General sales and support administrative tasks
Administration of project folders, documents, and information
Escort visiting customers
Support of complaints and repairs
Data entry and disposition of customer contracts
Post-Calculation of material and labor costs upon completion of project
Creating Pack Slips for customer finished goods
Communicate shipment/delivery information to shipping and resolve import/export shipment issues
Shipment follow-up (After sales Service)
Initiate ECN's (internal and external)
Provide RMA support
Maintain overview of all projects including all delivery schedules
Dunning Invoice issue resolution
Review and action customer owned inventory, slow moving inventory reports and customer pre-pay list
Other duties as assigned
Required Knowledge Skills and Abilities
Thorough knowledge of all aspects regarding the production of electronic, precision mechanical and electromechanical assemblies and subassemblies
3+ years of experience in internal sales/electronics environment