Job Description

As the bridge between MultiSource and our customers, the Customer Success Specialist advocates for the customers interests, including speaking with customers, receiving customer orders, updating the status of existing customer projects and more.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Be the main contact for all communication and support to assigned customers with total revenue potential of $5-7M annually.
• Manage communication with current and potential customers from initial inquiry to order entry in ERP, to include, but not limited to:
  • receiving initial RFQ, RFI, RMA, status inquiry or service issue communication from the customer
  • develop a plan to meet customer deadlines for quotes
  • utilize internal resources to coordinate information on all orders.
  • provide quotes for customer requests.
  • receive and process purchase orders (POs) and authorization to ship notices from customers.
  • issue order acknowledgments, pricing & lead time verifications.
  • create/issue RMAs for customer-documented quality issues.
  • communicate job status to the Customer.
  • follow up with Customers regarding outstanding invoices, etc.
• Provide timely information to customers and operations to meet customer needs, including:
  • notifying shipping/production control of Kanban releases.
  • check inventory at time of order & communicate job needs to Production Control.
  • communicate customer requests for delivery changes (e.g., expedites, push outs, volume changes).
  • set up new customers in our ERP.
• Develop positive and professional relationships with assigned accounts, including:
  • Initiate regular check-ins with targeted growth accounts per the sales plan.
  • share products and services provided by the company to current and prospective customers in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs.
  • support strategic sales planning and marketing strategies outlined by the sales team and facilitate joint sales calls whenever possible.

QUALIFICATIONS

EDUCATION/CERTIFICATION: Bachelor's degree and 3+ years of related experience preferred.

REQUIRED KNOWLEDGE: Excel and MRP experience a must.

EXPERIENCE REQUIRED: Experience in sales or account management required; experience in a manufacturing environment preferred.

SKILLS ABILITIES: Excellent interpersonal skills. Ability to identify and meet customers' needs. Strong attention to detail. Self-starter and a problem solver. Excellent organization and time management skills. Proven ability to multitask. Strong customer service orientation.

OTHER REQUIREMENTS:

PHYSICAL STRENGTH: Ability to lift up to 20 lbs.


LANGUAGE ABILITY: English

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