Customer Relationship Lead

Seakeeper Inc•Fort Myers, FL

1d•Hybrid

About The Position

Seakeeper Ride changes the way people spend their time on the water. Your team’s mission is to ensure we are striving to be a company that customers want to buy from by managing the customer experience from order receipt to delivery of products! You will provide superb customer service to our partners and ensure a seamless transaction experience for our customers. Seakeeper Ride leverages a network of dealers to service our customers on the water and provides easy-to-use tools for end user self-help. You’ll support our owners, OEM partners, and Dealer network through the following: Owning the order to cash process and providing a superior customer experience from order entry to collections to final delivery to customer Receiving and inputting sales orders into our ERP system (NetSuite) Ensuring pricing agrees with our contracted rates and orders are shipped based on customer request and availability Owning the customer record, including set up and maintenance, contract review, reviewing annual pricing updates, alongside discounts and promotions Preparing quotes, sales orders, and commercial invoices for Seakeeper Ride parts and systems Sending order acknowledgments, account statements, payment follow-ups, and customer receipts Ensuring email inquiries submitted to the department are answered in a rapid and professional manner, always within 24 hours or less Managing A/R collections by reviewing and evaluating delinquent accounts, determining appropriate actions to be taken in accordance with company policies and legal requirements Collaborating with customers to ensure payment and account requirements are met to avoid shipping delays Assisting 3PL with collecting and storing freight forwarder preferences for customers Following the shipment from order entry to delivery, assisting in all logistics including clearance or delivery issues Scheduling LTL, Airfreight and container shipments as needed – completing required documentation for shipping Leading continuous review for process improvement and automation, and driving implementation cross functionally Providing continuous follow-up and communication with Seakeeper customers Assisting in communications to the sales team on sales targets and backlog Effectively multi-tasking responding to customer requests and reprioritizing daily tasks

Requirements

2-4 years of related experience working in a customer service-related role
Bachelor’s degree in business or a related field
Experience working in a fast-paced, high-volume, or start-up environment
Experience managing a high volume of emails and meeting 24-hour turnaround deadlines for responses
Demonstrated proficiency in Microsoft Office products, specifically Excel
Ferocious attention to detail with the ability to sort through data to identify and understand the root cause of any discrepancies
Strong verbal and written communication skills

Nice To Haves

Experience using NetSuite

Responsibilities

Owning the order to cash process and providing a superior customer experience from order entry to collections to final delivery to customer
Receiving and inputting sales orders into our ERP system (NetSuite)
Ensuring pricing agrees with our contracted rates and orders are shipped based on customer request and availability
Owning the customer record, including set up and maintenance, contract review, reviewing annual pricing updates, alongside discounts and promotions
Preparing quotes, sales orders, and commercial invoices for Seakeeper Ride parts and systems
Sending order acknowledgments, account statements, payment follow-ups, and customer receipts
Ensuring email inquiries submitted to the department are answered in a rapid and professional manner, always within 24 hours or less
Managing A/R collections by reviewing and evaluating delinquent accounts, determining appropriate actions to be taken in accordance with company policies and legal requirements
Collaborating with customers to ensure payment and account requirements are met to avoid shipping delays
Assisting 3PL with collecting and storing freight forwarder preferences for customers
Following the shipment from order entry to delivery, assisting in all logistics including clearance or delivery issues
Scheduling LTL, Airfreight and container shipments as needed – completing required documentation for shipping
Leading continuous review for process improvement and automation, and driving implementation cross functionally
Providing continuous follow-up and communication with Seakeeper customers
Assisting in communications to the sales team on sales targets and backlog
Effectively multi-tasking responding to customer requests and reprioritizing daily tasks