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1140 Northwest 3rd Avenue
Canby, OR 97013
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Customer Success Manager
Another Source • Canby, OR
Posted 13 days ago
Here’s a little about Milwaukee Electronics and the position they are recruiting for:
Milwaukee Electronics, a privately-held family business founded in 1954, is an American electronics manufacturing services (EMS) provider based in the U.S., Mexico and Asia. Milwaukee Electronics has evolved into one-stop shop for custom electronics design, printed circuit board (PCB) prototyping and assembly as well as project management. At Milwaukee Electronics customer service translates to more than simply meeting customer needs - it means working with customers as partners.
Milwaukee Electronics is proud to offer a comprehensive benefits package including base compensation, benefits, 401(k) with company match, and a generous PTO and vacation plan - all in a collaborative team environment where employees are treated like family!
This individual will provide leadership to the Customer Service and Quoting Team, and facilitate the customer service and quoting process to provide superior service to our customers. In addition, the Customer Success Manager will develop a high performance team with ongoing coaching, direction and development.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provide leadership and guidance to customer service and quoting teams, ensuring customers’ needs and expectations are met.
Solidifies relationships and improves sales between our Company and customers; identifies and develops new projects.
Serves as a key communications facilitator, coach and counselor. Be a positive and dependable member of the management team. Communicates company goals so every employee understands their role. Be adaptive and supportive of change. Manages customer service personnel.
Effectively maintains the order entry process and training. Manages the quote/purchasing process-- including margin—and training. Practices, plans, and participates in Lean activities across departments to drive improvement and streamline quality, lead time, and costs.
Ensures direct reports are properly trained in job duties, and works with employees to create career goals and plans to attain them.
Manages department budget.
Develops and maintains key performance measures for department. Determines customer service operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; evaluates new technologies; establishes productivity and customer service standards
Develops and implements strategic plans for sales and products with management team. Collaborates with Marketing, Web, Product and Engineering teams to improve customer experience.
Maintains professional and technical knowledge by tracking emerging trends in customer service operations; benchmarking new practices and tools.
The work performed in this job can only be done on-site and attendance is an essential function of the job.
Manages 8-10 employees in the Customer Service and Quoting Department. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B.A. or B.S.) from four-year college or university; and four years related experience and/or training; or equivalent combination of education and experience. Experience in a call center environment or an e-commerce business is preferred.
Must have excellent interpersonal and problem-solving skills.
Must have the ability to lead and negotiate externally.
Must have the legal, permanent right to work in the United States.
Must sign a Non-Compete agreement upon offer of employment.
Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents; to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community; to effectively present information to top management and customers.
Ability to work with mathematical concepts such as probability and statistical inference; to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions; to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Must be able to drive and review drawings and parts.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Milwaukee Electronics is an Equal Opportunity Employer.
Milwaukee Electronics has partnered with Another Source, an external recruiting firm, to assist in the hiring process for this position. Another Source works with their clients, on a retained project basis, to maximize the recruiting process. Inquiries about this position should be directed to:
Phone: (206) 241-8906
Keywords: Customer Engagement, Customer Care Manager, Customer Support, Customer Service, Customer Success Manager