Customer Success Specialist - Contract - Omada Search : Job Details

Our client in the beauty care manufacturing space is currently has an immediate opening for a contract Customer Success Specialist to support a project that entails onboarding new customers and assisting with a heavier customer flow. This is an onsite role needed for several months or possibly longer.

Duties/Responsibilities:

• Significantly influences Customers view of company in a positive way.
• Responsible for the review and entry of assigned domestic and international customer orders ensuring all information is complete including delivery date, pricing, shipping method, and payment terms and verifies all associated paperwork has been collected and correct.
• Provides the customer and the freight forwarder with all required shipping documents including commercial invoice and all other system generated documentation.
• Acts as primary liaison between company and customer advocating for successful results.
• Receives customer orders and advocates the process in Dynamics 365 ERP system.
• Proactively seeks and engages customers when ordering patterns change.
• Spearheads efforts to meet monthly order goals and KPIs.
• Determines appropriate delivery method based on type of product and customer's need.
• Participates in the NCR complaint process, recording details of customer complaints when appropriate and assisting with determination of root cause and corrective action.
• Research complex problems obtaining necessary information, adjusting errors, and decision making as appropriate.
• Knowledgeable of and responsible for coordinating customer pricing for accuracy with Sales team.
• Assists with updating system pricing and pricing catalogs with direction from manager and sales.
• Preferably understands and knowledgeable of global logistics and export documentation
• Collaborates with operations, striving for best shipping practices and correct on-time shipments.
• Assists Finance with customer collections and resolves outstanding issues as appropriate.
• Coordinates with finance the creation of new customers and financial processes of prepayment, refunds, and credits.
• Handles incoming leads and/or request for material including samples / documentation requests.
• Must be able to multi-task at various levels.
• Works with customers to gain market intelligence beneficial to the business.
• Understands customers & competitors areas of specialization.
• Monitors & influences sales forecasting by providing customer-level input.
• Consolidates customer forecasts to assist operations in maintaining inventory levels.
• Be proactive to identify and assess customers need to achieve satisfaction and partnership.
• Working with customers to gain additional business asking for the extra order.
• Run and understand customer sales reports and analyze business data.
• Partners with internal resources (Sales, Marketing, Supply Chain, Logistics, Quality, Finance, etc.) to drive successful business results.
• Communicates with key players daily in assisting with various tasks to ensure customer orders are addressed accordingly.
• Actively participates in continuous improvement programs, project teams and internal CET trainings.
• Coordinates activities between customers and various company functions to ensure a high level of customer satisfaction both external and internal.

Required Skills/Abilities:

• Excellent verbal communication skills.
• Excellent organizational skills and strong attention to detail.
• Excellent analytical skills
• Clear and effective written and verbal communication skills.
• Proficient with Microsoft Office Suite or related software.
• Efficient time management skills.
• Ability to read and understand manuals and maintain proper records.
• Ability to collaborate with others and work independently
• Ability to identify key details
• Ability to troubleshoot and solve problems

Education and Experience:

• Bachelors degree and/or 4 years related experience is preferred; or equivalent combination of education and experience
• Customer service experience in manufacturing preferred.
• B2B customer service experience
• Strong computer skills i.e., Microsoft Office. Microsoft Dynamics ERP System experience preferred.
• Excellent communications skills and attention to detail in order processing, documentation, and customer communication.
• Team oriented and working experience within a team environment.
• Bilingual or Multilingual preferred