Customer Success Manager

Polo Custom Products•Topeka, KS

22d•Onsite

About The Position

Grow and support profitable sales of custom sewn, sealed and thermoformed products through effective management of sales representatives and lower level customer accounts in the assigned division(s). Serves as a "go to" supplier by intimately knowing the assigned customer base, understanding their needs and what makes them profitable. Stays up to date on assigned Divisions related industry, including changes and new regulations. Provides reliable back up to Customer Account Specialists in day-to-day activities. Coordinates new and existing sales programs through product development and manufacturing process, while maximizing profit and value to the customer. Serves as key person for training and development in Customer Account Specialists. Responsible for customer order verification, entry, confirmation, tracking, changes and expediting as necessary for assigned accounts. Manages raw material price increases and MOQ’s. Processes and helps facilitate ECN’s for assigned accounts. Runs Customer Aging Order Report and takes action on dormant accounts. Manages customer relationship to ensure a positive experience. Cross trains with other Divisions and departments to learn more about Polo’s overall business. Produces and maintains electronic/paper company and customer documents and files. Processes customer requests, such as complaints, returns, quotations, and samples. Answers incoming calls and directs to appropriate person, including inquiry calls from prospective customers. Creates and edits work instructions pertinent to Customer Account Specialists. Identifies and focuses on assigned customers. Works towards achieving, maintaining and exploring ways to improve current processes to better serve our customers. Manages all aspects of existing and new accounts as assigned. Assists Division Manager(s) with displaying at and/or walking specific trade shows to better understand trends in the division and build relationships with key customers and prospects.

Requirements

Associate’s degree/2 years of college required.
1-2 years in a customer service role (business-to-business sales environment preferred).
Communicates well and enjoys working with internal/external customers.
Able to use Microsoft Word/Windows/Excel/Outlook/PowerPoint, and Internet navigation.
Resourceful, detail oriented, highly organized, work well under pressure, and able to prioritize.
Willing to work overtime as needed, and possess ability to follow projects through to completion.
Highly personable.
Excellent phone skills.
Dependable.
Team player.
Able to use general office equipment.
Good math skills.
Able to type 40 wpm.
Familiar with data entry.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Manage profitable sales in the assigned Division(s) for Polo Custom Products.
Intimately know assigned customer base, understand their needs and what makes them profitable so Polo can be their “go to” supplier.
Understand and stay up to date on assigned Divisions related industry, including changes and new regulations so our customers rely on Polo to help them stay on top of their industry.
Travel as needed to Polo facilities and assigned accounts to better undertand their business needs and build strong relationships with their key personnel.
Attend Division specific webinars, seminars, supplier summits, and supplier events that will help you better understand the customer and their industry.
Provide reliable back up to Customer Account Specialists in day-to-day activities.
Coordinates new and existing sales programs through product development and manufacturing process, while maximizing profit and value to the customer.
Serves as key person for training and development in Customer Account Specialists.
Responsible for customer order verification, entry, confirmation, tracking, changes and expediting as necessary for assigned accounts.
Responsible for ensuring assigned customer base is profitable through the following activities: Review inventory reports for slow moving products. Managing raw material price increases and MOQ’s.
Process and help facilitate ECN’s for assigned accounts.
Run Customer Aging Order Report and take action on dormant accounts.
Manage customer relationship to ensure a positive experience.
Cross training with other Divisions and departments in order to learn more about Polo’s overall business.
Produces and maintains electronic/paper company and customer documents and files.
Processes customer requests, such as complaints, returns, quotations, and samples.
Answers incoming calls and directs to appropriate person, including inquiry calls from prospective customers.
Create and edit any work instructions pertinent to Customer Account Specialists.
Identify and focus on assigned customers.
Work towards achieving, maintaining and exploring ways to improve current processes to better serve our customers.
Manage all aspects of existing and new accounts as assigned.
Assist Division Manager(s) with displaying at and/or walking specific trade shows to better understand trends in the division and build relationships with key customers and prospects.
Other duties as assigned.