Customer Success Manager

Job description

Position Purpose:

The Customer Success Manager is integral in ensuring the success and satisfaction of our valued customers. You will be responsible for all activities from order to cash while building and maintaining strong relationships with customers, understanding their needs and goals, and working collaboratively across internal and external teams to deliver solutions that exceed customer expectations.

Operating Principles:

Customer Service:

· Customer Service as a one stop shop, face of the operations

Increase Customer Intimacy:

· Create a culture and mindset of customer intimacy, a proactive solutions provider

Customer Focus:

· Customer focused, results driven

Position Responsibilities:

• Order management – Tracking & Monitoring

• Timely & accurate customer communication

• Drives issues resolution – root cause/corrective action implementation

• Leads operational optimization & forecasting

• Monitors & leads the execution on KPIs – OTIF, Claims, Inventory Accuracy, etc.

• Leads customer specific continuous improvement activities related to claims, complaints, etc.

• Manages claims intake and facilitates resolution internally & externally

• Leads & develops teammates

Position Requirements:

• Bachelor’s degree

• Minimum of 5 years experience leading, developing, and managing teams

• Previous work experience with customer management in a Food & Beverage manufacturing production/processing environment

• Proficiency in Microsoft suite of tools

• Ability to build strong relationships with both internal and external stakeholders

• Demonstrated track record of being a self-starter and being resourceful

• Excellent verbal and written communication skills

• Excellent analytical, problem-solving and negotiating skills

Working Conditions

• This role operates in a wet and cold/refrigerated environment (around 35 degrees F) located within a manufacturing, warehousing, and production type facility. Must be able to withstand cold temperatures for extended periods

• This is largely a static role with standing, however, the ability to perform repetitive bending and standing up is also required. This would require the ability to lift 10-35 lbs. repetitively and up to 45 lbs. occasionally. Depending on the area, must also be able to push/pull up to 250 lbs. on rollers occasionally

• Must be able to physically walk the production floor having a hands-on approach with problem solving

· Hourly Employees : Universal Pure facilities may process, pack, and store products containing allergenic food ingredients as referenced by FDA, team members who may come in direct contact, must be able to work with these ingredients.

· Salaried/Remote Employees: Universal Pure facilities may process, pack and or store products containing allergenic food ingredients as referenced by FDA, occasional exposure may occur, inform your direct manager of any food allergies.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Universal Pure Is an Equal Employment Opportunity Employer

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