Customer Success + Account Representative

Description

The Customer Success + Account Representative (CSAR) will play a vital role in fostering strong customer relationships, engaging with key business stakeholders, and generating insightful sales reports. Beyond addressing customer inquiries, this position will proactively identify new business prospects among our existing customer base. Collaboration with various internal teams will be essential to optimize the overall customer journey. Proficiency in account management software (CRM), along with exceptional communication skills and a keen understanding of customer behavior, are essential for success in this role. Working closely with our sales team, the Customer Success + Account Representative will strive to meet quotas while prioritizing customer satisfaction and fostering enduring connections with our offerings.

Requirements

Duties + Responsibilities

• Address customer inquiries promptly and comprehensively to meet their needs, including entering and maintaining customer orders and providing complete acknowledgments.
• Collaborate with purchasing, production, and shipping departments to assess material availability, production capacity, and shipping schedules to ensure accurate customer due dates.
• Liaise with the production department to expedite operations and meet On-Time Shipping Standards.
• Manage pricing schedules for all parts and issue quotes as required.
• Provide information on Talan products and services to customers.
• Process orders through the ERP system.
• Coordinate with team members regarding lead times, technical inquiries, and shipping statuses of customer orders.
• Generate quotes with pricing and lead times for Talan products using CRM databases.
• Maintain proactive communication with assigned customers through phone calls and emails.
• Update the system with accurate customer information.
• Handle inbound and outbound communication channels, including phone calls, faxes, and email inquiries.
• Participate in daily meetings to support production and gather information for customer inquiries.
• Offer support and assistance to other parts of the organization as needed.
• Contribute to continuous improvement initiatives within the customer service department and across other organizational departments.
• Process and follow up on customer returns.
• Provide customers with general company information.
• Collaborate with the customer service manager to ensure the delivery of proper customer service and satisfaction.
• Adhere to all safety protocols.
• Perform additional duties to further organizational objectives.

Customer Account Management

In addition to addressing customer inquiries and ensuring a seamless customer experience, the Customer Success + Account Representative will be responsible for the following account management tasks:

• Coordinating with sales and other relevant departments to ensure effective communication and alignment on customer needs and expectations.
• Facilitating account coordination efforts to enhance customer satisfaction and retention.
• Oversee project within customer relationships, aligning their objectives with company goals.
• Foster and nurture relationships with existing customers and explore avenues for expanding our customer base.
• Conducting sales forecasting based on historical data, market trends, and customer insights to anticipate demand and optimize inventory levels.

Supervisory Responsibilities

• This job has no supervisory responsibilities.

Experience + Skills

• Minimum 3 years of related experience in customer service, preferably within an industrial or manufacturing environment.
• Excellent communication and interpersonal skills, both oral and written.
• Ability to effectively present information and respond to inquiries from internal and external customers.
• Proficiency in Microsoft Office applications with the ability to create forms, reports, and spreadsheets.
• Accurate data entry skills.
• Familiarity with shipping terms, methods, and restrictions.
• Ability to learn and comprehend new software applications such as Visual Manufacturing or other CRM/ERP/MRP software.
• Capacity to create and present data in various formats, including charts, graphs, tables, and written reports.

Education

• High school diploma or equivalent required.
• Associate’s degree or college coursework in business administration, communications, or a related field preferred.
• Any relevant certifications or training programs related to customer service or account management are a plus.

Physical Demands + Work Environment

While performing the duties of this job, the employee is regularly required to sit and frequently required to walk, stand, stoop, and reach with hands and arms. Job duties may occasionally require lifting or moving objects up to ten (10) pounds. Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.

Customer Success + Account Representative (CSAR) Job Progression Pathway and Skill Levels

Customer Success + Account Representative (CSAR) I

• Description: Works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience.
• Job Family: Customer Support + Service
• Focus: Customer Service
• Level: Entry (I)
• Years of Experience: 0-1 Years
• Education: High School Diploma

Customer Success + Account Representative (CSAR) II

• Description: Works under moderate supervision. Ability to present information effectively and respond to inquiries from various stakeholders. Experience in handling more complex customer inquiries and issues. Gaining or has attained full proficiency in a specific area of discipline. Typically requires 1-3 years of related experience.
• Job Family: Customer Support + Service
• Focus: Customer Service
• Level: Intermediate (II)
• Years of Experience: 1-3 Years
• Education: High School Diploma and / or Associate’s Degree business administration, communications, or a related field preferred.

Customer Success + Account Representative (CSAR) III

• Description: Works independently within established procedures associated with the specific job function. Ability to present information effectively and respond to inquiries from various stakeholders. Experience in handling more complex customer inquiries and issues. Capacity to analyze and present data in various formats. Has gained proficiency in multiple competencies relevant to the job. Typically requires 3-5 years of related experience.
• Job Family: Customer Support + Service
• Focus: Customer Service
• Level: Senior (III-IV)
• Years of Experience: 3-5 Years
• Education: Associate’s Degree business administration, communications, or a related field preferred.

Customer Success + Account Representative (CSAR) IV

• Description: Independently performs a wide range of complex duties under general guidance from supervisors. Strong communication and interpersonal skills, with the ability to handle complex customer inquiries and issues. Ability to handle escalated customer situations and provide effective solutions. Leadership qualities, including the ability to mentor and support junior team members. Capacity to analyze and present data in various formats. Proven track record of contributing to continuous improvement initiatives within the customer service department. Has gained full proficiency in a broad range of activities related to the job. Typically requires 5-7 years of related experience.
• Job Family: Customer Support + Service
• Focus: Customer Service
• Level: Senior Specialist (IV-VI)
• Years of Experience: 5-7 Years
• Education: Bachelor's Degree business administration, communications, or a related field preferred.

Perks of Joining Our Team

• Competitive Wages and Comprehensive Benefits: We offer competitive wages along with comprehensive benefits including medical, dental, vision, and a 401(k) with company matching contributions. Additionally, we provide paid holidays, vacation time, and personal days to support your well-being.
• Work-Life Balance: Many of our team members have been with us for over 5 years, which speaks to the importance of work-life balance. We prioritize your personal and professional needs to ensure a healthy balance.
• Growth Opportunities: Take advantage of our tuition reimbursement programs, on-the-job training, learning management systems, and internal advancement opportunities to advance your career within our organization.
• Learning and Development: At Talan Products, we believe in empowering all team members with the necessary skills and knowledge to succeed in their current roles and beyond. From entry-level to senior-level positions, we provide resources for continuous learning and development.

At Talan Products Inc., we foster a dynamic and collaborative work environment where everyone is valued and respected. We are committed to diversity and inclusion, ensuring equal opportunities for all employees. Discrimination or harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic is strictly prohibited by federal, state, and local laws.

This policy extends to all aspects of employment, including hiring, recruitment, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Our hiring decisions are based solely on qualifications, merit, and business needs at the time.