Customer Success Representative
Customer Success Representative
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Salary Not Disclosed
1 Vacancy
Job Description
Location:
Jefferson City Missouri United States of AmericaJob ID:
R0077920Date Posted:
Company Name:
HITACHI ENERGY USA INCProfession (Job Category):
Communications & Corporate AffairsJob Schedule:
Full timeRemote:
NoJob Description:
Basic Function:
The Customer Success Representatives main responsibility is to manage the post order management efforts for Hitachi Energys client base. The customer base typically requires liquid filled transformers manufactured out of the Jefferson City MO location and falls into three major market segments: Utilities Original Equipment Manufacturers and Commercial & Industrial. The Customer Success Representative will organize and lead the efforts surrounding the sales order management and fulfillment process from the time the purchase order is accepted through shipment into the warranty and aftermarket services phases of the sales cycle. The Customer Success Representative is tasked with managing the overall responsibilities associated with processing the order and managing shipping schedules through daily standard work and some basic project management functions.
The Customer Success Representative is expected to provide internal and external communications clearly and effectively with the overall goal to increase customer satisfaction levels and ultimately the overall NPS score. The Customer Success Representative is the voice of the customer within the facility and is part of the North American Hubs Marketing & Sales organization. The Customer Success Representatives goals and initiatives are driven by impacting new business by offering a world class customer experience.
The position reports to the Customer Success Market Segment Team Lead at the Jefferson City facility and would fall under the NAM Marketing & Sales Organization for Hitachi Energys Distribution Transformers business.
Typical duties/responsibilities for the Customer Success Representative may include but are not limited to the following:
- Process new orders and drive clean order initiative from Customer Success into manufacturing and strive towards an overall reduction of order entry throughput time.
- Promote collaboration with engineering to meet customers expectations by providing a complete drawing package with an emphasis on quality and on time submittal.
- Process change orders and develop positive internal relationships with Operations Quality Supply Chain Engineering and Production Planning to manage post order changes.
- Support the manufacturing facilitys efforts to maximize revenue on a monthly quarterly and yearly basis by driving down units on shipping hold. Attend the revenue meeting and manage customers orders to reduce units built in manufacturing that are unable to ship for reasons Marketing & Sales can influence such as obtaining ship to addresses points of contact or working with finance to release credit holds.
- Manage return authorizations customer concessions milestone billing and overdue invoices.
- Embrace and implement lean manufacturing methodologies to drive continuous improvement within Customer Success. Review processes and procedures as part of standard work. Conduct Root Cause Countermeasures Rapid Problem Solving events and develop lessons learned.
- Effectively communicate customers shipping schedules and resolve potential delays. Implement and monitor the design freeze schedule. Monitor potential roadblocks preventing ontime shipments.
- Actively participate and attend daily meetings. Appropriately escalate issues for resolution where applicable.
Required Qualifications:
Bachelors degree in the Engineering or Business fields of study or equivalent work experience may be considered.
Candidates must already have a work authorization that would permit them to work for Hitachi Energy in the USA without requiring sponsorship in the future.
Position is required to be onsite in Jefferson City MO.
Preferred Qualifications:
Experience with Microsoft Office and SAP beneficial.
Knowledge of general accounting principles.
Strong organizational skills and a basic understanding of project management elements are preferred.
Aptitude for basic technical specifications and strong problemsolving skills.
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Equal Employment Opportunity (EEO)Females/Minorities/Protected Veterans/Individuals with Disabilities
Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
