Customer Success Manager

Job Title

Grow and support profitable sales of custom sewn, sealed and thermoformed products through effective management of sales representatives and lower level customer accounts in the assigned division(s).

Serves as a positive role model consistent with Polo's corporate culture at all times.

Manage profitable sales in the assigned Division(s) for Polo Custom Products through the following activities:

• Intimately know assigned customer base, understand their needs and what makes them profitable so Polo can be their "go to" supplier.
• Understand and stay up to date on assigned Divisions related industry, including changes and new regulations so our customers rely on Polo to help them stay on top of their industry.
• Travel as needed to Polo facilities and assigned accounts to better understand their business needs and build strong relationships with their key personnel.
• Attend Division specific webinars, seminars, supplier summits, and supplier events that will help you better understand the customer and their industry.
• Provide reliable back up to Customer Account Specialists in day-to-day activities.
• Coordinates new and existing sales programs through product development and manufacturing process, while maximizing profit and value to the customer.
• Serves as key person for training and development in Customer Account Specialists.
• Responsible for customer order verification, entry, confirmation, tracking, changes and expediting as necessary for assigned accounts.
• Responsible for ensuring assigned customer base is profitable through the following activities:
• Review inventory reports for slow moving products.
• Managing raw material price increases and MOQ's.
• Process and help facilitate ECN's for assigned accounts.
• Run Customer Aging Order Report and take action on dormant accounts.
• Manage customer relationship to ensure a positive experience.
• Cross training with other Divisions and departments in order to learn more about Polo's overall business.
• Produces and maintains electronic/paper company and customer documents and files.
• Processes customer requests, such as complaints, returns, quotations, and samples.
• Answers incoming calls and directs to appropriate person, including inquiry calls from prospective customers.
• Create and edit any work instructions pertinent to Customer Account Specialists.

Identify and focus on assigned customers. Work towards achieving, maintaining and exploring ways to improve current processes to better serve our customers.

Manage all aspects of existing and new accounts as assigned.

Assist Division Manager(s) with displaying at and/or walking specific trade shows to better understand trends in the division and build relationships with key customers and prospects.

Other duties as assigned.

Positions that report to this position:

- N/A

Limits of authority to change subordinates' salaries, job assignments, operating policies, etc.:

- N/A

Limits of capital expenditure authority:

- N/A

Other limits to authority:

- N/A

To perform at a proficient level and to be fully qualified, a person would be expected to have:

Education:

(minimum required) - Associate's degree/2 years of college required. Bachelor's degree preferred.

Experience:

(minimum required) - 1-2 years in a customer service role (business-to-business sales environment preferred).

Licenses/Certifications:

(minimum required) - Enter licenses/certifications.

Knowledge/Skills/Abilities (minimum required):

• Communicates well and enjoys working with internal/external customers.
• Able to use Microsoft Word/Windows/Excel/Outlook/PowerPoint, and Internet navigation.
• Resourceful, detail oriented, highly organized, work well under pressure, and able to prioritize.
• Willing to work overtime as needed, and possess ability to follow projects through to completion.
• Highly personable.
• Excellent phone skills.
• Dependable.
• Team player.
• Able to use general office equipment.
• Good math skills.
• Able to type 40 wpm.
• Familiar with data entry.

Physical Requirements:

Able to sit for extended periods of time while conducting work on computer workstations including mouse, keyboard and monitor. Able to communicate via phone, e-mail, or in person with internal and external customers. Able to constantly move about the facility. Able to operate standard office equipment.

Work Environment:

Typical office environment.

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of working being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee…