What are the responsibilities and job description for the Customer Success Manager - New Product position at Ebco Inc?
Description
Job Overview
The Customer Success Manager - New Product is responsible for overseeing the launch of new products at Ebco. This role will need to build and maintain a win-win relationship with customer contacts through both phone and email correspondence and help solve day-to-day issues. This position works directly with the customer to implement customers sample demand and solve related sample issues.
Management Responsibilities
- Supervise day-to-day operations of the Product Launch Department
- Establish, implement, and continuously improve customer service procedures and standards related to new product launches
- Serve as the primary escalation for customer sample issues, ensuring timely resolution and clear communication
- Report weekly/monthly on department metrics
- Develop and mentor team by aligning individual, team, and company goals
Product Launch Responsibilities
- Support new product kick-off activities, including customer order entry, sample timeline management, and cross-team prioritization coordination
- Provide proactive and accurate order status to internal stakeholders and external customers throughout the launch process
- Partner with quality and new product engineers to ensure successful product launch
- Identify, troubleshoot, and resolve issues related to new product launches for customers
- Coordinate with production team to prepare smooth transition from sample to production
- Oversee the quote release to customer processes, ensuring accurate and timely quote submission
- Other duties as assigned
Requirements
- Bachelor’s Degree required
- 5 years of relevant work experience, preferably with a focus on B2B customer service
- Capable of forming and maintaining relationships with customers
- Team player with the ability to work independently with minimal supervision in a fast-paced environment
- Understanding project management techniques and mastering multi-tasking skills
- Detail oriented. Ability to collect and organize large amounts of data
- Demonstrates strong oral and written communication skills
- Ability to manage the trade-offs required to satisfy customer and business needs
- Proficiency in Microsoft Word, Excel, CRM and ability to work with various database systems
- Strong understanding of Global Supply Chain, including ocean and air shipments