The Customer Success Manager will develop and maintain value-add relationships with existing and new external customers, as well as internal cross-functional departments in order to maximize the customer experience with Milk Specialties Global. They will play a fundamental role in implementation, support and creating long-term, valuable relationships with our customers. This role will be passionate about solving customer needs and exhibit a high level of effective verbal and written communication skills. The role will work in close collaboration with the account owners and other internal teams to provide essential support to the accounts.

Essential Responsibilities:

• Management of sales order process for given accounts
  • Oversee sales order process from system entry through post-shipment
    • System order entry and order acknowledgment
    • Collaboration with planning / transportation / QA / etc. to ensure timely shipment
    • Work with finance as needed to communicate credit limit issues or if prepayment needed from customer
    • Ensure all data and details related to orders are up to date based upon communication with customer and internal parties
    • Sending pick up information for collect customers
    • Setting up shipments with internal transportation for prepaid customers
    • Sending shipping documents post shipment
    • Frequent communication with customers throughout process
  • Execute all necessary system transactions related to order process
    • Order entry and maintenance
    • Credits / misc. invoices / rebills
    • Returns processing
    • Proforma invoices
    • Maintenance of customer records, notes, terms, etc.
  • Maintain accurate open order dates via recurring and frequent communication with customer and internal planning team
  • Provide back up support to internal team members as needed
• Customer Account Management and Sales Team Support
  • Develop and maintain relationships with customers and support the sales team in customer service-related activities for their customers
  • Manage customer contracts and ensure current and accurate balances
  • Facilitate problem-solving of orders and other issues and act as internal quarterback when necessary to ensure customer satisfaction
  • Manage customer complaint process via Hubspot through internal team collaboration and ensure timely resolution
  • Ensure timely communication with customers on requests and issues
  • Responsible for fulfilling and facilitating customer document requests such as quality documents / certifications / specifications / etc.
  • Respond to basic customer inquiries or issues such as technical questions or logistics status and escalate issues to appropriate salesperson as necessary
  • New customer account setup and account collections
  • Complete RFI and RFP as needed
  • Facilitate customer specification changes and set ups
  • Manage customer sample requests
    • Ensure they are sent timely
    • Follow up on receipt, usage, any follow up support needed
  • Hubspot management
  • Attend various internal meetings to support customer development and growth
• Actively pursue ways to enhance customer experience with Milk Specialties ensuring long-term relationships
• Proactively seek out ways to improve the efficiencies of the S&OP processes to further meet customer needs.
• Perform special projects and other duties as assigned.

Position Requirements:

• Bachelor's degree or equivalent
• Enthusiastic and proactive communication and social skills
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skill
• Analytical and problem-solving ability
• Computer and technology systems competency
• Experience working in a fast-paced role requiring team collaboration, managing multiple priorities, and providing excellent customer service
• Proficient in MS Applications including Outlook, Word, Excel