Customer Success Manager
Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead. Our people are Shaping Industry from the Inside. Why don´t you join us?
Summary of the Role:
The Customer Success Manager (CSM) is responsible for planning, directing, supervising and evaluating the workflow of the Customer Success Advocates (CSA). In addition, the CSM will coordinate work activities to achieve the expected operational and overall business requirements and objectives. The CSM will monitor performance of all CSA’s according to the established standards and goals, using calibration documents to drive year over year performance improvement and identification of training needs. The CSM will work closely with the Director of Customer Advocacy to make hiring decisions and conduct performance appraisals. The CSM is also assigned to complex and/or important customers, services and issues.
The CSM is also responsible for providing and achieving outstanding customer service and total satisfaction to existing and prospective customers while building positive customer relationships to help enable development of new business opportunities. The CSM is responsible for customer order management along with communication and coordination throughout supply chain, manufacturing, ServicePLUS Centersand the sales team. The CSM is responsible for supporting the Sales Engineers and Application Engineers with current customer projects and overall business. The CSM is responsible for assisting in achieving service level goals.
Tasks and Responsibilities:
The primary function of the CSM position is to provide the management, coordination of day-to-day operations and supervision of a team of CSA’s. The CSM is also responsible for outstanding customer service and total customer satisfaction to existing and prospective customers while operating within established procedures.
- Lead the CSA team: Train, teach, coach, plan and review. Supporting the Director of Customer Advocacy and OPM to standardize process commonly across all Customer Success Centers to ensure efficiency of operations.
- CSM is expected to be able to use all systems fully in order to effectively train team members.
- Make recommendations to OPM to improve internal processes: JDE, CRM, GPS, Consense, Quality, ISO and F/x.
- Develop and implement procedures to ensure that customer orders are processed efficiently, correctly and on time, to ensure order fulfillment is seamless
- Ensures that the team is supporting Advanced Pricing and works with the Pricing Team to support efforts to avoid pricing discrepancies.
- Ensures that the Customer Success team has a relationship with their counterparts and can provide customer mapping for addressing issues with service and product related quality
- Oversees that the team provides updated pricing on existing demand.
- Ensure full compliance with all Standard Operating Procedures including Quality Manual and Quality Procedures.
- Develop cross training and work instructions for customer specific tasks, documents this with OPM to ensure these are uploaded into Consense
- Represent the Customer Success organization in cross-functional teams: JDE, CRM, GPS, Consense, Quality, ISO and F/x.
- Assist the Region with quality related issues. Log and monitor RMA’s Complaints, CAR’s.
- Assist in Information Technology (IT) efforts, looking for areas of improvement
- Provide proactive communication, analysis and problem solving
- Provide innovative solutions and continuous improvements
- Work with the right sense of urgency: Response times, flexibility and accuracy
- Assist the Director of Customer Advocacy in management reviews, and business plan on how to strategically improve the customer experience
- Must maintain a valid Driver’s License
Education and Experience:
Required:
- Minimum 4 years’ experience in a customer service position
- Minimum 4 year College degree or higher, preferably in a relevant discipline
- Knowledge of basic business sales and marketing practices
Preferred:
- Previous leadership
- Knowledge of rubber/plastic products is beneficial
- Familiarity with ISO quality requirements is beneficial
- Familiarity with technical prints (to read and understand) is beneficial
- JDE Experience
Competencies:
- Ability to lead, manage, and supervise personnel
- Prior Customer Success Advocate experience
- Strong written and verbal communication skills
- Strong people and relationship building skills
- Customer driven with a positive, professional, can-do attitude
- Strong organizational skills with the ability to multi-task with attention to detail and accuracy
- Strong analytical, decision making and problem solving skills
- Knowledgeable with regards to business sales and marketing strategies
- Proven proficiency in the use of Microsoft Word, Excel and PowerPoint
- Proven proficiency in the use of business operational software (Oracle JDE, SAP)
Travel:
- Ability to travel up to 20% overnights, including international
Application:
Last Application Date 2022-08-09
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