Customer Success Specialist I - 1st Shift

Aluminum Precision Products • Santa Ana, CA

7d • 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 meeting Key Performance Indicators (KPIs) established by the Customer Success Manager. The specialist will collaborate with the internal Customer Success team to manage customer accounts, ensuring their success. A key responsibility includes maintaining detailed tracking of change orders and prepay orders in Excel, following up regularly until completion, and assisting with entering hand forging orders as needed. The role also requires scrutinizing customer data to identify and address inconsistencies between orders and change orders, and notifying the appropriate Customer Success Specialist handling the account about any discrepancies. Additionally, the specialist will upload change orders for CSS II and III, ensuring accuracy and timely completion, and perform supporting tasks for Customer Success Specialists II & III. Collaboration with internal teams is essential to ensure a seamless customer experience. The role demands adherence to APP's policies and procedures, including the code of conduct and ethics policy, product safety, employee safety, and cultural beliefs, as well as all process specifications. The Customer Success Specialist I may also be assigned other duties 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.
• Any equivalent combination of training and experience that provides the aforementioned knowledge, abilities, and skills may be considered at APP’s discretion.

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