Customer Success Specialist

Franklin Electric•Fort Wayne, IN

22h

About The Position

Embark on a career journey with Franklin Electric, where your passion meets purpose, and every day is an opportunity to make a difference in our global communities in providing access to water, fuel and electricity. Our vision for Customer Success is simple: “We will become an indispensable partner to our best customers — and make them loyal, raving fans of Franklin Electric — through our in-depth customer knowledge, product expertise and end-to-end support. Our efforts will drive revenue growth, customer retention and market expansion. This role provides end-to-end account and relationship support to our best customers, driving best practices and innovation to create more value for the business.” The goal is to increase customer satisfaction, retention and adoption of key product and service features within a particular market segment. Franklin Electric is a diverse team of innovators making a positive global impact since 1944. We offer innovative water solutions, ensuring access, treatment, and efficient management of this vital resource. Our commitment to excellence is reflected in our innovative products, industry leading quality products, exceptional customer service, employee development, and passion for social responsibility. Join us to create a better future while growing professionally in a supportive environment!

Requirements

Dependable, self-motivated, and displays initiative
Results and goal oriented
Customer growth oriented
Effective communication skills – written & verbal, internal & external customers
Strong problem analysis and problem-solving skills, innovative
Professional in all manners
High-level attention to detail, high level accuracy and reliable results
Bachelor’s degree (strongly preferred)
Three to five years of relevant experience or training in customer service, customer experience, customer success, or a related field (required)
Basic: Alphanumeric data entry; word processing/typing
Advanced: Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint

Nice To Haves

Experience working in JDE and Microsoft Dynamics

Responsibilities

Provide end-to-end, single point of contact support for our best customers – the As – from order entry and inquiry to AR support and issue resolution.
Proactively anticipate customer needs and identify any potential opportunities or issues. Create recommendations and facilitate actions accordingly.
Support the marketing strategy to create new relationships, new customers, new markets.
Serve as the customers’ voice, including marketing, product, professional services and sales.
Establish and deepen relationships with customers by understanding their business objectives and providing exemplary support.
Communicate frequently with customers on updates, information, concerns and suggestions.
Mine various communication feedback and benchmark data, launch and/or support innovative efforts to drive new efforts and change to meet the customers’ perceived expectations and needs.
Identify potential upsell, new product, substitution or replacement opportunities, slow moving products as well as obsolete/excess inventory in an effort to create a value strategy specific to the opportunity.
Manage deliverables specific to meeting the team’s strategic objectives.
Use customer benchmark data to highlight customers’ strategic success and provide ongoing recommendations for further optimization.
Communicate and coordinate with internal departments (Product Managers/Sales Team/Marketing).
Organize workflow to meet customer timeframes (coordinate with main buyer / purchaser – setting up and defining process per customer’s requirements).
Complete forms, applications and/or customer requests.
Business travel required as needed. Participate in customer visits, trade shows and/or events.