Customer Success Engagement Specialist

Malteurop•West Allis, WI

About The Position

Our Customer Engagement Specialist (CES) plays a crucial role in the experience of Malteurop Malting Company customer’s both internal and external. The CES will work closely with all levels of Malteurop Malting Company organization including but not limited to our sales team, transportation, accounting, manufacturing plants and distribution centers across the country. Ensuring engagement with all customers related to any business needs proactively is a key component to this role along with having a high sense of urgency to provide resolution to Malteurop Malting Company customer expectations. Creating an open communication with Malteurop Malting Company sales team and customers for continued success will be necessary within the CES role. The CES will work cohesively with other members of the Customer Success team providing a culture of supportive team work and open communication. Relationship building and trust while possessing a customer centric mind state for our future business needs will ensure the CES is successful within their role. The CES will need to be able to challenge the current processes and identify gaps for improvement areas while providing resolutions to findings. Monitor customer orders, returns and credits Follow-up with pricing, credit, quality assurance, transportation, warehousing and supply chain Handle customer escalations while communicating resolutions Proactive daily customer follow up on orders Communicate with customers across all channels, i.e.: email, live chat, phone Provide back up support to all team members within the department Monitor various reports to properly maintain orders, returns, complaints, contracts, forecast, etc. Daily communication with sales team surrounding customer feedback Ensure timely resolution of customer complaints and capture associated costs Maintain customer accounts and update requirements as needed Participate and own the customer onboarding process Customer contract knowledge and maintenance Participate in obtaining forecast information and Demand Planning solutions Monitor, investigate and provide solutions to customer/company Provide new product information to encourage sales

Requirements

A clearly demonstrated and articulated passion for customer service
High School Diploma
5+ years’ experience in an account management role
Experience using ERP system, SAP preferred
Experience using CRM system, Salesforce.com preferred.
Ability to adapt in a fast-paced environment and a rapidly growing and evolving industry
Highly Organized
Strong Attention to Detail
Computer proficiency in Microsoft Excel, Power Point and Word
Must possess effective and efficient communication skills
Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations. In addition, this person needs the ability to write reports and respond to questions from employees, managers and executives.
Mathematical Skills: Requires ability to perform basic math functions as well as compute rates, ratios, and percentages. The ability to use statistical functions is also required.
Reasoning Ability: This person must be able to extract data from a database and group according to criteria. Requires ability to extrapolate and identify related occurrences. In addition, this person must be able to apply scientific principles to design ways to test a hypothesis made from observations.
Other Skills and Abilities: This position requires the person to have the ability to use a computer and other office equipment.
Physical Demands: As stated previously, these are the physical demands placed upon the employee to satisfactorily perform the tasks assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

Monitor customer orders, returns and credits
Follow-up with pricing, credit, quality assurance, transportation, warehousing and supply chain
Handle customer escalations while communicating resolutions
Proactive daily customer follow up on orders
Communicate with customers across all channels, i.e.: email, live chat, phone
Provide back up support to all team members within the department
Monitor various reports to properly maintain orders, returns, complaints, contracts, forecast, etc.
Daily communication with sales team surrounding customer feedback
Ensure timely resolution of customer complaints and capture associated costs
Maintain customer accounts and update requirements as needed
Participate and own the customer onboarding process
Customer contract knowledge and maintenance
Participate in obtaining forecast information and Demand Planning solutions
Monitor, investigate and provide solutions to customer/company
Provide new product information to encourage sales