Customer Success Representative

Summary/Objective

Customer Success Representatives (CSRs) enter and edit orders into the Company ERP system. They represent Mid South Extrusion to the Company’s customers and serve as their customers’ advocate in the MSE production scheduling meetings to communicate product and delivery needs. CSRs work with the Customer Success Manager, the Production Coordinator, Shipping Department employees, and JB Hunt Transportation to expedite or delay orders according to the customer requests or product availability. CSRs regularly contact customers to provide information related to the production and delivery status of current and future orders. When customers report problems or complaints, CSRs receive the complaint, document it, and work with the Technical Director and others in the Mid South Extrusion (MSE) organization to resolve the identified issues.

Essential Functions

·         Routinely communicate with customers by telephone, email, fax, or in person to (1.) provide information about products and services, (2.) take, modify, or cancel orders, or (3.) obtain details of complaints, shipping dates, etc.

·         Advocate for customer product and delivery requirements based on a general understanding of which production line applicable parts are manufactured on and the current state of order backlog.

·         Ener and modify orders in the Epicor system to reflect current part number, order quantity, price, and delivery status as appropriate.

·         Partners with cross-functional teams to support workflow continuity and organizational success.

·         Keep records in CRM system of customer interactions and orders, recording details of inquiries, complaints, and comments, as well as any actions taken.

·         Negotiate, or participate in the negotiation of, resolution of issues regarding customers, orders, or complaints.

·         Refer unresolved customer grievances to designated departments for further investigation and routinely follow up to ensure such grievances are resolved in a reasonable timeframe.

·         Resolve customers’ service or billing complaints by performing activities such as credit or debit memos and returns as authorized.

·         Routinely communicate current stock levels to customers.

·         Send notification of price changes to affected customers in a timely manner in CRM.

·         Update price sheets monthly in CRM (corporate accounts only).

·         Develop Customer Month End Usage reports and submit them on a timely basis.

·         Recognize order patterns of assigned customer base and assist in forecasting customer’s needs.

·         Demonstrates proficiency in our CRM system to support daily job functions.

·         Participate in monthly inventory counts on the 1^st day of EVERY month, regardless of day of week or holiday.

·         Comply with applicable PPE requirements and all company Safety Rules.

·         Participate in weekly meetings pertaining to customer needs.

·         Assist in other duties and functions of the Customer Success Department as assigned.

PPE requirements and Safety Rules

·         Eye protection is required everywhere in the plant.

·         Hearing protection is required everywhere in the plant.

·         Closed-toe shoes must be worn when entering production or Maintenance areas.

·         Pedestrians must yield to forklift traffic unless specifically granted access otherwise.

Core Competencies

·         The ability to work with others as a functional team member, (Teamwork).

·         Basic user level skills with Microsoft Word including opening and saving files, performing cut, copy, and paste functions, formatting and completing documents to established business configuration and protocols, performing spelling, grammar, and punctuation checks.

·         Basic user level skills with Microsoft Excel including opening and saving files, formatting spreadsheets, application of basic Excel formulas, and addition and deletion of data to spreadsheets, performing cut, copy, and paste functions in a spreadsheet.

·         Basic user level skills with Microsoft Outlook, including opening, creating, and sending emails, attaching files to emails, and using the calendar function to schedule meetings.

·         Basic user level understanding of Sharepoint files, including accessing and using standardized forms from the QMS, accessing, updating, and storing documents from the Customer Success Sharepoint drive.

·         The ability to learn Sugar and Epicor ERP system software as applicable to the CSR position within the first 60 days of employment. Note that proficiency with CSR functions of Epicor is required within 90 days of employment.

·         Basic math skills including adding, subtracting, multiplication and division of whole numbers and decimals, and conversion of numbers to percentages and knowledge of geographical map (transportation)

·         Good decision-making skills that include an ability to understand issues relative to matters at hand, to absorb and process information from the parties involved, and to arrive at reasonable conclusions.

·         Good communication skills that include the ability to articulate clearly with customers and MSE internal parties verbally, electronically, and in written form.

·         Acquisition of basic product knowledge that includes part numbers, resin make-up (e.g., LDPE, HDPE, etc.), market applicability, pricing structure, and pricing agreements with 90 days of employment. Higher level product knowledge acquired with time on the job.

·         The ability to identify assigned inventory and to accurately count that inventory as directed for the monthly inventory.

Supervisory Responsibility

None

Work Environment

This job operates in a professional office environment, and CSRs are required to dress in accordance with established office protocols. Customer Success Representatives routinely interact with various departments including short tasks within their on-site office. CSRs may transit through the plant areas on the way to meetings or special functions. This role routinely uses standard office equipment, i.e., computers, telephones, fax machines, copiers, printers, and scanners.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate with both internal and external customers verbally and/or in written form, electronic and hand written; to remain in a stationary, seated position for 50% or more of the day; to operate a computer or other office equipment for extended periods of time; to bend, stoop, or squat to access hard copy files, and to move, transport or position up to 20 pounds. (Reasonable accommodations may be made to enable individuals with disabilities to perform the duties and essential functions).

Position Type and Expected Hours of Work

This is a full-time position, and general hours of work are 8:00 a.m. to 5:00 p.m., Monday through Friday. This position occasionally requires weekend or holiday work. Customer Success Representatives are required to participate in monthly inventory on the first day (1^st) of each month, regardless of the day of the week or of designated holidays.

Education and Experience

·         High School Diploma or GED or High School Equivalence Certificate.

·         Two or more years of experience of working in a business environment that is customer based.

·         Two or more years of experience working directly with customers on the telephone or in person.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing or activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Reasonable accommodations can be made for Qualified ADA disabilities if they assist in enabling the employee to perform the essential functions and duties of this position.

MSE is an equal opportunities employer. We want applicants of diverse backgrounds and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by law.