Regional Customer Success Agent

COMPANY OVERVIEW:

Founded in 1953 Avtron has a long history of manufacturing market leading power test solutions. Now with a global footprint and sales into some of the largest industrial projects, Avtron will continue to push the envelope of what’s possible in the electrical test environment. Avtron Power Solutions manufacture and distribute market leading load bank solutions for mission critical applications. We have the largest portfolio in the industry and can meet the highest load testing standards with our intelligent SIGMA load bank control system.

POSITION SUMMARY: 

We are looking for a motivated and customer-focused Regional Customer Success Agent to support and grow customer relationships within a designated geographic territory. This role acts as the primary liaison between our customers and internal teams, ensuring satisfaction, efficient order fulfillment, and technical support tailored to regional needs. The ideal candidate will possess strong communication skills, follow-up skills, organizational skills and the ability to thrive in a dynamic, multi-regional environment. This position will work on site at the Valley View (Cleveland) Ohio office

DUTIES AND RESPONSIBILITIES: 

•    Regional Customer Management: Serve as the main point of contact for customers in your assigned region, ensuring consistent communication and personalized support. Handle inquiries via phone, email, and chat, providing timely and effective resolutions across all service touchpoints.
 •    Customer Advocacy: Act as an advocate for the customer internally, ensuring deadlines are met, products are delivered to specification, and commitments are fulfilled on time.
 •    Order and Delivery Oversight: Monitor customer orders, coordinate with logistics and production, and ensure timely delivery and communication.
 •    Issue Resolution: Handle and resolve customer complaints concerns in a timely and professional manner.
 •    Cross-Functional Coordination: Collaborate with sales, engineering, technical support, logistics, finance, planning, and production teams to ensure customer needs are met and exceeded expectations.
 •    Performance & Improvement: Execute on defined KPIs and contribute to continuous improvement initiatives aimed at maximizing service levels and customer experience
 •    Documentation: Maintain accurate records of customer interactions, issues, and resolutions 

Additional Responsibilities:                                 
 •    Participate in annual customer business review meetings
 •    Expedites backorders and process customer returns.
 •    Travel less than 5%

MINIMUM QUALIFICATIONS and Skills:

• Bachelor’s Degree from an accredited college or university in a relevant field or equivalent level of experience is preferred
• 2-4 years of relevant inside sales or customer service experience
• Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
• Experience using SAP and CRMs systems a plus
• Creative problem-solver with outstanding customer service skills