Customer Success Specialist

Summary Description

The Customer Success Specialist oversees the day-to-day operations of the customer service team to ensure exceptional support for clients purchasing our products. This role serves as a brand ambassador to our customers and requires a consultative approach, balancing leadership, process improvement and hands on customer management to deliver on customer needs while helping steward the business toward desirable outcomes for growth and profitability.

Key tasks include

• Owning the day-to-day commercial aspects of order to cash processes
• Managing customer and Genera systems to ensure timely delivery on customer needs and accuracy of information
• Collaborating cross-functionally to ensure information flow and timely execution on opportunities to maintain and grow share of wallet with customers

The role will act as an internal and external customer facing ambassador for Genera and its customers. Success in the role will require a passion for sustainability, decarbonization and the role of packaging in helping customers to reduce their carbon footprint while delighting consumers.

Responsibilities and Duties

Customer Success Activities

• Own all commercial aspects of order to cash processes, managing a positive customer experience from order entry to fulfillment
• Serve as an ambassador for customer needs within the Genera organization
• Act as the first point of escalation for complex customer inquiries and complaints
• Monitor customer service and satisfaction metrics and propose and implement changes to improve these metrics
• Collaborate with sales, supply chain, operations and finance to support the onboarding of new customers
• Participate in forecasting and demand planning activities to ensure alignment of customer orders with production schedules
• Manage customer input including order requirements, vendor managed supply programs, complaint escalation and resolution
• Ensure customer order patterns and demands are compliant with agreements and contracts
• Understand customer needs and bringing Voice of Customer feedback to Genera
• Provide input for customer service training, procedures, policies and standards and ensure that all customer service team members are trained and provided ongoing coaching and support
• Communicate new developments, advances and improvements to Genera’s customers
• Respond to website inquiries and assigning to appropriate team members
• Manage Genera’s sales sample program
• Keep ahead of industry developments and apply best practices to areas of improvement

Skills

• Great listening skills, with the ability to discover and understand customer needs
• Flexibility operating in an evolving environment and the ability to navigate through ambiguity
• Strong communication skills with the ability to form collaborative relationships with customers and internal stakeholders
• Strong presentation skills in-person and virtually
• Strong written communication skills including MS office products with ability to create and adapt spreadsheets, word documents, PowerPoint presentations
• Familiarity with using ERP’s [preference for NetSuite experience], CRM and various business tools

Qualifications

The minimum requirements for education and experience are listed below. Consideration will be given to individuals with an equivalent combination of education and experience.

• Strong track record creating and delivering value for customers
• Experience managing customer service teams in a B2B environment
• Experience managing complex & technical customer challenges
• Formal training in customer service management and related systems and metrics
• College diploma or university degree

Location

• In office position (Vonore, TN)

Travel Requirements

• Travel not to exceed 10%, within North America

Salary

• Competitive salary and benefits package, commensurate with experience. Benefits include participation in a team based variable compensation plan.