UNIVERSAL DUTIES AND RESPONSIBILITIES

• Support the Mission Statement of the Company by Living Our Values, Creating Unique Solutions, and Supporting Customer Success.
• Treat all co-workers, customers, and suppliers in accordance with our Company’s Core Values of Respect, Integrity, Extraordinary Care, Radical Generosity, Better Every Day, and Customer Success.
• Follow all company GMPs and SOPs.

GENERAL SUMMARY

The Customer Success Specialist manages customer relationships by processing orders, coordinating with internal teams, resolving issues, and ensuring timely communication throughout the order fulfillment process. They work closely with cross-functional departments across the organization to ensure customer needs are met while maintaining accurate system records

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide a high level of service to build strong relationships and ensure customer satisfaction.
• Handle customer concerns, using problem-solving skills to create solutions acceptable to the customer and the company
• Enter, review, and monitor customer orders in the ERP system to ensure accuracy and timely fulfillment.
• Develop and maintain demand forecasts that reflect the most current information in ERP for new, current, and discontinuing items.
• Work with cross-functional teams to align on order priorities and delivery schedules that support a strong OTIF record.
• Play a key role in production planning process by working closely with production to align on a demand plan that meets both customer and company needs.
• Manage demand signals through regular review of customer orders, promotions, new product launches, and discontinuations
• Adjust forecasts based on seasonality, promotions, new product launches, and market changes.
• Operate and navigate within unique customer systems
• Ensure customer profiles and pricing are complete and accurate
• Pursue past due accounts, deduction, broker commissions, and promotional tracking.
• Respond to customer inquiries regarding orders, product availability, pricing, and delivery status.
• Investigate and resolve issues such as shortages, delays, damages, or billing discrepancies.
• Maintain accurate customer records, order documentation, and communication history.
• Analyze historical sales data, customer orders, and market trends to identify patterns and drivers of demand.
• Utilize problem solving skills to assist the organization and contribute to customer success
• Prepare documents for export shipments

PERIODIC DUTIES AND RESPONSIBILITIES

• Evaluate existing customer service procedures with a lean manufacturing mindset and continuously search for ways to increase efficiencies
• Participate on cross functional teams to support special projects

EDUCATION AND WORK EXPERIENCE

• Bachelor’s degree.
• Five years of customer success/customer service experience.
• Any equivalent combination of education and experience.

KNOWLEDGE

• PC proficient, experience with Microsoft Office suite (Excel, Word, Outlook)
• Ability to create and navigate complex spreadsheets.

ABILITIES AND SKILLS

• Ability to multi-task and set priorities with responsibilities.
• Excellent written and verbal communication skills with people at all levels of the organization and external contacts.
• Ability to manage multiple priorities/meet deadlines in a fast-paced environment.
• Attention to detail and strong organizational skills.
• Ability to shift from various projects and manage frequent interruptions.
• Reasoning – Comprehend several abstract and concrete variables; use logic or reasoning to identify the strengths and weaknesses of alternative solutions or approaches to problems.
• Mathematical – Add, subtract, multiply and divide whole numbers and perform arithmetic calculations involving fractions, decimals and percentages.
• Technical-Ability to operate and control office equipment; ability to monitor equipment to make sure that it is running properly.
• Language Development – Ability to communicate information and ideas by speaking or writing so others will understand; ability to gather and organize information to write reports; can effectively relay information to small groups of people.
• Physical Effort – Sedentary work: exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
• Vision – Far, near and mid-range vision, depth perception, color identification and field of vision
• Activity – Regularly required to talk, hear and use finger dexterity (especially with computer); occasionally required to walk, reach with hands and arms, grasp or feel

The Suter Company Benefits (including, but not limited to:)

• Employee Stock Ownership Plan (ESOP)
• Medical
• Dental
• Vision
• Life/AD&D Insurance
• Short-Term/Long-Term Disability
• 401k Retirement Plan
• Paid Time Off
• Paid Holidays
• Wellness Programs

WORK ENVIRONMENT AND ADA STATEMENT

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to significant work pace/pressure and occasionally exposed to wet and/or humid conditions, extreme temperatures, dangerous chemicals, and moderate noise.

This role description does not state that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as required.

Equal Opportunity Employer.