Customer Success Specialist I - 1st Shift

Aluminum Precision Products, Inc.•Santa Ana, CA

47d•$20 - $23•Onsite

About The Position

The Customer Success Specialist is responsible for supporting the Customer Success Specialist I with daily responsibilities. Aluminum Precision Products (APP) is an international leader in manufacturing aluminum forgings. We offer you the opportunity to be a part of a globally recognized organization that enjoys an unparalleled reputation for quality. Here you’ll be challenged on a daily basis, tasked with solving problems, working with smart, energetic, and dedicated people with an opportunity to grow and learn.

Requirements

Strong communication and interpersonal skills.
Ability to learn quickly and adapt to new technologies
Results-oriented focus on meeting customer needs
Conflict Resolution: Ability to manage disagreements and find solutions that satisfy all parties.
Expectations Management: Setting clear and realistic goals for customer success while exceeding their initial expectations
Continuous Improvement: A relentless pursuit of better ways to serve customers and optimize their experience
Active Listening: Giving full attention to understand customer needs, both verbal and nonverbal
Emotional Intelligence: Discerning customer emotions, building rapport, and effectively managing interactions
Professionalism: Encompassing APP’s Cultural Beliefs to ensure that communication, work ethic, and conduct foster a positive and respectful work environment
Basic Knowledge of Outlook, Data Entry and Formatting in Excel
In lieu of the above, any equivalent combination of training and experience that provides the aforementioned knowledge, abilities, and skills may be considered at APP’s discretion
Must be a U.S. Citizen or U.S. Person (U.S. Person = a natural person who is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3)).

Responsibilities

Perform supporting tasks for the Customer Success Specialists II/III and other Sales team members
Cross train in various areas within Sales Department (Quotes Desk, Orders Desk and Ship Desk)
Meet KPI’s established by the Customer Success Manager.
Collaborate with the internal CSS team to manage customer accounts, ensuring success.
Maintain detailed tracking of change orders and prepay orders in Excel, following up regularly until completion.
Assist with entering hand forging orders, as needed.
Scrutinize customer data to identify and address inconsistencies between orders and change orders
Notify the appropriate CSS handling the account about any discrepancies
Upload change orders for CSS II and III, ensuring accuracy and timely completion
Perform supporting tasks for the Customer Success Specialists II & III.
Collaborate with internal teams to ensure a seamless customer experience
Ensure adherence to APP’s policies and procedures, including our code of conduct and ethics policy, product safety, employee safety and cultural beliefs
Ensure adherence to all process specifications
Perform any other duties not mentioned above when instructed to do so by the department manager.

Benefits

Medical, Dental, Vision – Generous company contribution, low cost to employee
Life insurance – 100% company paid - covers employee, spouse and dependent children
Generous Vacation Time
9 Paid Holidays
Holiday Shut Down (Christmas thru New Year’s)
Sick Time
Annual Bonus (based on company meeting Key Results)
401k (Company matches up to 4%)
ESOP Employee Profit Sharing Retirement Plan (100% Company Paid)
Tuition reimbursement