Customer Success Representative

Customer Success Representative

Job Description

The Customer Success Representative is expected to provide internal and external communications clearly and effectively with the overall goal to increase customer satisfaction levels and ultimately the overall NPS score. The Customer Success Representative is the voice of the customer within the facility and is part of the North American Hub’s Marketing & Sales organization. The Customer Success Representative’s goals and initiatives are driven by impacting new business by offering a world class customer experience.

Typical duties/responsibilities for The Customer Success Representative may include, but are not limited to, the following:
Process new orders and drive “clean order” initiative from Customer Success into manufacturing and strive towards an overall reduction of order entry throughput time.
Promote collaboration with engineering to meet customers’ expectations by providing a complete drawing package with an emphasis on quality and on time submittal.
Process change orders and develop positive internal relationships with Operations, Quality, Supply Chain, Engineering and Production Planning to manage post order changes.
Support the manufacturing facility’s efforts to maximize revenue on a monthly, quarterly and yearly basis by driving down units on shipping hold. Attend the revenue meeting and manage customers’ orders to reduce units built in manufacturing that are unable to ship for reasons M&S can influence, such as obtaining ship to addresses, points of contacts or working with finance to release credit holds.
Manage return authorizations, customer concessions, milestone billing and overdue invoices.
Embrace and implement lean manufacturing methodologies to drive continuous improvement within Customer Success. Review processes and procedures as part of standard work. Conduct Root Cause Countermeasures, Rapid Problem Solving events and develop lessons learned.
Effectively communicate customer’s shipping schedules and resolve potential delays. Implement and monitor the design freeze schedule.
Actively participate and attend daily meetings. Appropriately escalate issues for resolution where applicable.

Required Qualifications:
Bachelor’s degree in the Engineering or Business fields of study or equivalent work experience may be considered.
Preferred Qualifications:
Experience with Microsoft Office and SAP beneficial.
Knowledge of general accounting principles.
Strong organizational skills and a basic understanding of project management elements are preferred.
Aptitude for basic technical specifications and strong problem-solving skills.

Notes:

100% Onsite
Monday – Friday (standard business hours)

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.