Nextern is hiring for the role of Senior Customer Success Specialist (CSS). The role focuses on the delivery of customer service to a subset of strategic customers. The CSS is responsible for coordinating response and communications regarding the entire order life cycle and escalations. This position exhibits product and market knowledge, and works closely with a variety of departments to ensure customer satisfaction.
DUTIES AND RESPONSIBILITIES:
• Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, accurate invoicing, credits/debits, logistics documentation)
• Provides consultative, order life cycle support information to customers (lead time, availability, and policy), making recommendations and providing guidance
• Acts as single-point-of-contact to the customer for order inquiries and escalations; Manage escalations to closure
• Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions
• Liaises with internal production, planning amp; materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets.
• Communicates with staff from other functional areas such as quality, supply chain, finance, warehouse, and logistics to confirm the status of orders and resolve customer queries.
• Supports Customer Order Management departmental goals and initiatives to become a more proactive customer centric organization, develops, documents, and enhances
standard administrative practices as they pertain to customer communication, and order throughput processes
• Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices
• Supports customer visits
• Participates in continuous improvement projects
Requirements
· Associate's Degree or Bachelor’s Degree in business, marketing, communications, supply chain,
· Five to seven years of related experience and/or training, or equivalent combination of education and experience.
· Computer skills required: Spreadsheet Software (Excel); Contract Management Systems; Order Processing Systems; Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint
· Experience with customer order management; customer-facing; supply chain/logistics; international trade experience preferred.
· Build positive relationships with stakeholders through effective communication which builds trust and confidence in managing orders and the ability to master our ERP platform.
· Partner with Global Site Teams to ensure seamless transactions and communications
· Must have exceptional writing and correspondence abilities, strong multitasking skills and a positive attitude in a fast-paced environment.
Benefits