Customer Success Specialist I - 1st Shift

Aluminum Precision Products • Santa Ana, CA

2d • Onsite

About The Position

The Customer Success Specialist I is responsible for supporting the Customer Success Specialist II with daily responsibilities. This role involves performing supporting tasks for Customer Success Specialists II/III and other Sales team members, cross-training in various areas within the Sales Department (Quotes Desk, Orders Desk, and Ship Desk), and collaborating with the internal CSS team to manage customer accounts, ensuring success. The position requires meeting KPIs established by the Customer Success Manager, maintaining detailed tracking of change orders and prepay orders in Excel, and assisting with entering hand forging orders as needed. A key responsibility is scrutinizing customer data to identify and address inconsistencies between orders and change orders, and notifying the appropriate CSS handling the account about any discrepancies. The role also involves uploading change orders for CSS II and III, ensuring accuracy and timely completion, and collaborating with internal teams to ensure a seamless customer experience. Adherence to APP’s policies and procedures, including code of conduct, ethics, product safety, employee safety, and cultural beliefs, as well as all process specifications, is mandatory. The role may also involve performing other duties as instructed by the department manager.

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
• This position may require access to information subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed