Customer Success Specialist

Customer Success Specialist

Department: Sales / Marketing

Employment Type: Full Time

Location: US - Oregon - Canby

Reporting To: TJ Walstrom

Description

Our vision for Customer Success is simple: "We will become an indispensable partner to our best customers - and make them loyal, raving fans of Franklin Electric - through our in-depth customer knowledge, product expertise and end-to-end support. Our efforts will drive revenue growth, customer retention and market expansion. This role provides end-to-end account and relationship support to our best customers (over-serving the 80s/As), driving best practices and innovation to create more value for the business". The goal is to increase customer satisfaction, retention and adoption of key product and service features within a particular market segment.

Key Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide end-to-end, single point of contact support for our best customers - the As - from order entry and inquiry to AR support and issue resolution.
• Proactively anticipate customer needs and identify any potential opportunities or issues. Create recommendations and facilitate actions accordingly. (Requires a strong knowledge of the account, products, and daily interaction on a high level).
• Support the marketing strategy to create new relationships, new customers, new markets.
• Serve as the customers' voice, including marketing, product, professional services and sales.
• Establish and deepen relationships with customers by understanding their business objectives and providing exemplary support.
• Communicate frequently with customers on updates, information, concerns and suggestions.
• Mine various communication feedback and benchmark data, launch and/or support innovative efforts to drive new efforts and change to meet the customers' perceived expectations and needs.
• Identify potential upsell, new product, substitution or replacement opportunities, slow moving products as well as obsolete/excess inventory in an effort to create a value strategy specific to the opportunity.
• Manage deliverables specific to meeting the team's strategic objectives.
• Use customer benchmark data to highlight customers' strategic success and provide ongoing recommendations for further optimization.
• Communicate and coordinate with internal departments (Product Managers/Sales Team/Marketing).
• Organize workflow to meet customer timeframes (coordinate with main buyer / purchaser - setting up and defining process per customer's requirements).
• Complete forms, applications and/or customer requests.
• Business travel required as needed. Participate in customer visits, trade shows and/or events.
• Performs other duties as required or assigned.

CORE COMPETENCIES

• Problem solving
• Follow up
• Initiative and results focused
• Managing projects efficiently
• Planning and organizing
• Self-motivated

Skills Knowledge and Expertise

Skills and Abilities

• Dependable, self-motivated, and displays initiative
• Results and goal oriented
• Customer growth oriented
• Effective communication skills - written & verbal, internal & external customers
• Strong problem analysis and problem-solving skills, innovative
• Professional in all manners
• High-level attention to detail, high level accuracy and reliable results

Education and Experience

• Bachelor's degree (strongly preferred)
• Three to five years of relevant experience or training in customer service, customer experience, customer success, or a related field (required)

Computer Skills

• Basic: Alphanumeric data entry; word processing/typing
• Advanced: Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint
• Desirable: Experience working in JDE and Microsoft Dynamics

PHYSICAL ACTIVITIES

• While performing the functions of this job, the employee is:
  • Regularly required to sit, talk, or hear
  • Frequently required to use hands to finger, handle, or feel and to reach with hands and arms
  • Occasionally required to stand, walk, climb, or balance
• Specific vision abilities required by this job include close vision
• The employee must frequently lift and/or move up to 10 pounds

The company will make reasonable accommodations to enable individuals with disabilities to perform the essential functions and expectations.

ENVIRONMENTAL CONDITIONS

• This position is not subjected to harmful environmental conditions
• The noise level in the work environment is usually moderate

Why Work at Franklin Electric?

Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.