Customer Success Manager

Company Overview
Come join a winning Team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry. Our strategic locations, modern systems, and dedicated employees allow us to provide custom tailored logistical solutions to fulfill the most challenging needs of our customers. Plastic Express operates from 22 full service facilities, more than 40 bulk terminals, and 52 railcar terminals offering more than 8,500 railcar spots across the country. We are located near 9 major ports in the U.S. and rely heavily on our rail infrastructure to handle imports /exports as well as regional distribution. At many of the Plastic Express sites, we also handle some non-plastic commodities, which include; paper rolls, steel, building materials and other dry bulk materials. Plastic Express owns and operates roughly 250 trucks, with approximately 250 trailers performing full bulk truck distribution business. Plastic Express is headquartered in Houston, TX and has over 600 employees nationwide. Our goal has always been to exceed our customer's expectations, and our can do-attitude is what differentiates us from the competition.

Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable & talented business professionals that will help us to grow and to continue our “Can Do” tradition.

Job Summary:
The Customer Success Manager will negotiate with critical vendors for the purchase of all materials, supplies, equipment and services used by Plastic Express. Must be able to continuously demonstrate strong communication skills and effective management discipline. Must foster trusting relationships with colleagues, vendors and clients. The Customer Success Manager will handle numerous projects and must ensure projects are delivered on time, meeting company requirements and goals. Must be able to lead or assist in the planning, implementation and introduction of projects and purchases. This role significantly impacts operational groups and departments.

The Customer Success Manager will work closely with and provide prompt feedback to the Executive Steering Group, Sales and Marketing, Accounting, Human Resources and company management. During the course of business, the Customer Success Manager is not to share any confidential information with anyone other than their direct manager or Executives of Plastic Express.

Essential Functions/Duties:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience
• Establishes performance metrics for customer success representatives
• Establishes service levels and requirements for the department
• Develops and implements methods to record, assess, and analyze customer feedback
• Develops and implements training and quality assurance programs for new hires and experienced employees
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Acts as a liaison between the customer success department and other divisions in the company
• Drafts and implements the department’s budget
• Performs other related duties as assigned

Additional Specific Duties:

• Performs the duties of a CSR and/or CSR Supervisor when required due to a shortage of CSRs (illness, termination, etc.)

Qualifications:
Required Education and Experience

• High school diploma or equivalent
• At least five years of related experience required

Preferred Education and Experience

• Bachelor’s degree preferred
• Prior management experience highly preferred

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. These tasks include, but are not limited to:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Licenses/Certificates:

• None

Skills:

• Proven interpersonal skills; relationship development and management
• Ability to work independently and as part of team
• Ability to recognize onsite risk factors and take appropriate action with firmness and tact
• Professional, friendly phone presence
• Possess a high level of proficiency in Word, Excel and Outlook
• Ability to multitask, prioritize and work under stress
• Highest quality written and verbal communication skills
• Type 40wpm+ with 100% accuracy
• Willingness to be cross-trained in other departments

Additional Job Details:
Supervisory Responsibility:
• Recruits, interviews, hires, and trains departmental supervisory staff
• Oversees the daily workflow of the department
• Provides constructive and timely performance evaluations
• Handles discipline and termination of employees in accordance with company policy

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers/scanners. May be required to also conduct warehouse walk-throughs to validate inventory of material.

Position Type/Expected Hours of Work:
This is a full-time, exempt position. Days and hours of work are normally 7:30 am – 3:30 pm. Hours can be adjusted as needed to meet the needs of the customers.

Travel:
Little to no travel is expected for this position.

Benefits and Perks:

• Family health benefit packages - after 90 days
• Vacation pay - after 90 days
• Holiday pay - after 90 days
• Company matching 401k retirement program - after 90 days

Duties and responsibilities may be added, deleted and/or changed at any time at the discretion of management.

In line with Plastic Express’ Environmental Promise, the hired individual is expected to enthusiastically support all facets of Operation Clean Sweep; specifically, making a conscious effort to prevent pellet, flake and powder loss into the environment and ensure any spills are swiftly and effectively cleaned up.

If you have an interest in working at Plastic Express, please forward your resume including a brief work history.