Milk Specialties Global
Customer Success Manager
Milk Specialties Global, Eden Prairie, Minnesota, United States, 55344
The
Customer Success Manager
will develop and maintain value-add relationships with existing and new external customers, as well as internal cross-functional departments in order to maximize the customer experience with Milk Specialties Global. They will play a fundamental role in implementation, support and creating long-term, valuable relationships with our customers. This role will be passionate about solving customer needs and exhibit a high level of effective verbal and written communication skills. The role will work in close collaboration with the account owners and other internal teams to provide essential support to the accounts.Essential Responsibilities:Management of sales order process for given accounts
Oversee sales order process from system entry through post-shipment
System order entry and order acknowledgmentCollaboration with planning / transportation / QA / etc. to ensure timely shipmentWork with finance as needed to communicate credit limit issues or if prepayment needed from customerEnsure all data and details related to orders are up to date based upon communication with customer and internal partiesSending pick up information for collect customersSetting up shipments with internal transportation for prepaid customersSending shipping documents post shipmentFrequent communication with customers throughout process
Execute all necessary system transactions related to order process
Order entry and maintenanceCredits / misc. invoices / rebillsReturns processingProforma invoicesMaintenance of customer records, notes, terms, etc.
Maintain accurate open order dates via recurring and frequent communication with customer and internal planning teamProvide back up support to internal team members as needed
Customer Account Management and Sales Team Support
Develop and maintain relationships with customers and support the sales team in customer service-related activities for their customersManage customer contracts and ensure current and accurate balancesFacilitate problem-solving of orders and other issues and act as internal quarterback when necessary to ensure customer satisfactionManage customer complaint process via Hubspot through internal team collaboration and ensure timely resolutionEnsure timely communication with customers on requests and issuesResponsible for fulfilling and facilitating customer document requests such as quality documents / certifications / specifications / etc.Respond to basic customer inquiries or issues such as technical questions or logistics status and escalate issues to appropriate salesperson as necessaryNew customer account setup and account collectionsComplete RFI and RFP as neededFacilitate customer specification changes and set upsManage customer sample requests
Ensure they are sent timelyFollow up on receipt, usage, any follow up support needed
Hubspot managementAttend various internal meetings to support customer development and growth
Actively pursue ways to enhance customer experience with Milk Specialties ensuring long-term relationshipsProactively seek out ways to improve the efficiencies of the S&OP processes to further meet customer needs.Perform special projects and other duties as assigned.Position Requirements:Bachelor's degree or equivalentEnthusiastic and proactive communication and social skillsStrong organizational skills and attention to detailExcellent verbal and written communication skillAnalytical and problem-solving abilityComputer and technology systems competencyExperience working in a fast-paced role requiring team collaboration, managing multiple priorities, and providing excellent customer serviceProficient in MS Applications including Outlook, Word, Excel
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Customer Success Manager
will develop and maintain value-add relationships with existing and new external customers, as well as internal cross-functional departments in order to maximize the customer experience with Milk Specialties Global. They will play a fundamental role in implementation, support and creating long-term, valuable relationships with our customers. This role will be passionate about solving customer needs and exhibit a high level of effective verbal and written communication skills. The role will work in close collaboration with the account owners and other internal teams to provide essential support to the accounts.Essential Responsibilities:Management of sales order process for given accounts
Oversee sales order process from system entry through post-shipment
System order entry and order acknowledgmentCollaboration with planning / transportation / QA / etc. to ensure timely shipmentWork with finance as needed to communicate credit limit issues or if prepayment needed from customerEnsure all data and details related to orders are up to date based upon communication with customer and internal partiesSending pick up information for collect customersSetting up shipments with internal transportation for prepaid customersSending shipping documents post shipmentFrequent communication with customers throughout process
Execute all necessary system transactions related to order process
Order entry and maintenanceCredits / misc. invoices / rebillsReturns processingProforma invoicesMaintenance of customer records, notes, terms, etc.
Maintain accurate open order dates via recurring and frequent communication with customer and internal planning teamProvide back up support to internal team members as needed
Customer Account Management and Sales Team Support
Develop and maintain relationships with customers and support the sales team in customer service-related activities for their customersManage customer contracts and ensure current and accurate balancesFacilitate problem-solving of orders and other issues and act as internal quarterback when necessary to ensure customer satisfactionManage customer complaint process via Hubspot through internal team collaboration and ensure timely resolutionEnsure timely communication with customers on requests and issuesResponsible for fulfilling and facilitating customer document requests such as quality documents / certifications / specifications / etc.Respond to basic customer inquiries or issues such as technical questions or logistics status and escalate issues to appropriate salesperson as necessaryNew customer account setup and account collectionsComplete RFI and RFP as neededFacilitate customer specification changes and set upsManage customer sample requests
Ensure they are sent timelyFollow up on receipt, usage, any follow up support needed
Hubspot managementAttend various internal meetings to support customer development and growth
Actively pursue ways to enhance customer experience with Milk Specialties ensuring long-term relationshipsProactively seek out ways to improve the efficiencies of the S&OP processes to further meet customer needs.Perform special projects and other duties as assigned.Position Requirements:Bachelor's degree or equivalentEnthusiastic and proactive communication and social skillsStrong organizational skills and attention to detailExcellent verbal and written communication skillAnalytical and problem-solving abilityComputer and technology systems competencyExperience working in a fast-paced role requiring team collaboration, managing multiple priorities, and providing excellent customer serviceProficient in MS Applications including Outlook, Word, Excel
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