Customer Success Manager

The Customer Success Manager manages the daily operational business between the customer and the 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.

Tasks and Responsibilities

Task of Customer success Manager

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

ERP (SAP) experience

Excellent communication and organizational skills

Customer Oriented

Bilingual Spanish/English

Valid U.S. Visa