Customer Success Specialist

HPS•Baraboo, WI

About The Position

Hammond Power Solutions Inc. is a global manufacturer headquartered in Guelph, Ontario, Canada. HPS has grown to become the leader in North America in the custom design and manufacture of dry type transformers. For the past century, HPS has grown to deliver electrical power solutions to global markets and provides solutions for complex applications like, mining, rectifier, drives, traction, wind, solar and many other electrical power applications. The world relies on HPS to continually conceive and produce state-of-the-art transformer technology. We currently have an opening for a Customer Success Specialist , come grow with us! Reporting to the Customer Success Manager, the Customer Success Specialist acts as the point of contact for our customers and representatives for inquiries, troubleshooting issues and providing ongoing assistance, while enhancing customer satisfaction and loyalty, leading to long-term business growth. This role acts as a liaison between the customer and other HPS departments, manages customer orders, and offers outstanding service to our customer base via phone and email. This role is located out of the of the Baraboo, WI.

Requirements

High school diploma or equivalent
1+ experience in in customer service or a similar role, manufacturing sector
Exceptional organizational skills with the ability to manage multiple tasks at once
Proficient in Microsoft Office Suite and familiar with customer portals/systems.
D365 an asset

Responsibilities

Handle all incoming customer call/inquiries via our call center and/or email in a professional and friendly manner
Respond promptly to inquiries ranging from stock checks, pricing, product inquiries, product support and quotations
Act as the first customer contact and build relationships with the Regional Sales Managers, Third Party Representatives and Customer base to ensure customer satisfaction.
Utilize the relevant software systems (MS D365 F&O, eQuotes) to enter orders with exceptional attention to detail and efficiency
Review customer POs for accuracy, quotations and/or discrepancies for both standard and custom ETO product
Manage orders from receipt of customer PO until shipment
Update Customer Master records in MS D365 F&O and CRM
Review customer POs for accuracy, quotations and/or discrepancies for both standard and custom ETO product
Manage orders from receipt of customer PO until shipment
Use all tools provided (CRM, Outlook, Excel, Word) to facilitate tracking and communication with internal departments to ensure delivery reliability to customers
Update Customer Master records in MS D365 F&O and CRM
Have a full understanding of ERP system inputs and outputs to ensure order processing accuracy and reduce dependency on other departments for information
Review and respond to potential leads through LeadMethod Software or CRM