Customer Excellence Specialist

United States·Maumeemid

OtherCustomer Excellence Manager

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Quick Summary

Key Responsibilities

Develop and lead a customer experience focused on delivering high-quality service, ensuring alignment with company policies.

Technical Tools

OtherCustomer Excellence Manager

Responsibilities

~2 min read

→Develop and lead a customer experience focused on delivering high-quality service, ensuring alignment with company policies.
→Customer Interaction & Engagement: Act as a key point of contact for customers, supporting existing business and acquiring new customers while ensuring a customer-centric approach. This can be either phone or over email.
→Execute customer opportunities effectively, mitigate business risk, and incorporate lessons learned to enhance customer experiences.
→Voice of the Customer (VOC): Actively solicit feedback from customers to drive meaningful insights, improve processes, and strengthen customer relationships.
→Cross-Functional Collaboration: Works seamlessly with sales, operations, supply chain, engineering, and other business functions to deliver a consistent, high-quality end-to-end customer journey.
→Performance Metrics & Reporting: Track and report on customer-facing metrics, implementing processes or procedure to improve service levels, increase efficiencies, and sustain a culture of continuous improvement.
→Issue Resolution & Risk Management: Identify potential customer-related risks and ensure timely resolution to maintain strong relationships and business continuity.
→Inside Support for Outside Sales: Act as an internal support resource for outside sales by assisting with customer inquiries, order processing, pricing, and product availability to enhance sales efforts.
→Sales Coordination & Customer Follow-Up: Partner with the sales team to ensure seamless communication, timely responses to customer needs, and proactive follow-ups on quotes, orders, and service issues.
→Perform other duties as assigned by manager.
→Adherence to the Company Code of Business Conduct and Ethics

Requirements

~1 min read

A minimum of 3-5 years of customer service experience in B2B customer service in an industrial or related business
Prior experience in inside sales and customer Service in a high transaction and in a fast-paced environment.
Solid verbal and written communication including the ability to engage with personnel in all levels of an organization
Advanced analytical and problem-solving skills.
Ability to understand spring terminology and design, drawings, and specifications to effectively convey spring knowledge to customers.
Strong PC aptitude in a Windows environment; specifically, Microsoft Office (Excel, Word, Outlook) as well as knowledgeable in CRM (Salesforce a plus) and ERP systems.
Must demonstrate an ability to work independently and be detail and project oriented