VALLEY FORGE FABRICS INC

Job Description

JOB TITLE: CUSTOMER SUCCESS PARTNER

REPORTS TO: MANAGER CUSTOMER SUCCESS

SUMMARY: The role of the Customer Success Partner is to ensure customers achieve their desired outcomes when using a VFF product. CSPs play a special role in the VFF customer relationship and they have a highlevel view of the customer life cycle. They use this perspective to add value for customers and the company in creative ways to build longterm customer relationships.

They enhance product value in the minds of our customers reduce churn and oversee the support process from az.

The CSP strategy is proactive and aims to prevent customer issues. CSPs look out for their customers businesses suggesting new and innovative ways to keep them succeeding with VFF products.

The successful CSP has a propensity for relationship building and for doing this very quickly. They are skilled at building customer trust have learned industry knowledge and are viewed by the customer as an inside advocate that the customer can trust to navigate internal matters on behalf of the customer. It is not enough to just have a knack for building this kind of relationship and trust with a customer; it is important to really enjoy forming and maintaining genuine relationships otherwise the customer will not perceive the partnership as authentic.

The successful CSP is also empathetic and able to connect with the VFF customer over both their successes and frustrations to develop a longterm bond. The CSP cares about the products that VFF sells is excited about them and cares about the experience the customer is having.

DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned as necessary.

• Builds condence and trust with internal and external customers by proactively communicating

information and facilitating customer requirements for on time delivery resulting in repeat business.

• Builds strong and longlasting relationships with internal and external customers.
• Takes on the role of being the rst and main contact for customers orders from beginning to end.
• Monitors the entire life cycle of the model room and/or customer order to ensure on time delivery.
• Establishes customer expectation and addresses any questions regarding technical specications pricing shipping instructions or legal documentation (tax forms or terms and conditions for example).

• Assigned to oversee top tier customers and their projects in various territories.
• Assigned to oversee complex projects which may require heavy customer and internal communication via email phone or video call and preparation of customized weekly reports.
• Responsible for presenting strategic solutions to customers and internal teams to ensure on time delivery.
• Primary point of contact for customer escalations.
• If needed will prepare all needed documentation timelines and explanations for escalations/cancellation/credit forms to present to Management or Leadership.
• Offers expediting services such as Air Freight for a fee.
• Reviews orders for accuracy of technical content tagging information and shipping information.
• Proactively sends consistent order status updates as per the customer requirement.
• Expedites orders at the customers request by working with our Expediting Team Mills Finishers and Warehouses.
• Liaison between presales Project Management Accounting and Expediting.
• Responds to all internal and external customer requests in a timely manner.
• Provides order status paperwork necessities shipment discrepancies cancellations eld

issues freight quotes; whatever the customer needs.

• Develops solutions to propose and then collaborates with the account manager (sales rep) on how to approach the customer when there is delay shortage or technical issue.
• Takes unassigned customer service calls from the switchboard.
• Operates a computer and other office productivity technologies.
• Performs other related responsibilities as assigned.

QUALIFICATIONS:

• Minimum of 8 years experience as lead agent in charge of assigned customers or projects and their success.
• Bachelors degree (B.A.) from fouryear College or university
• Experience working with Dynamics 365 or similar ERP.
• Position requires analytical fastpaced multitasking individual who can manage heavy email and phone correspondence for highprole customers with largescale textile project orders.

• Must be organized efficient and able to maneuver easily with modern and innovative technologies.
• Must be able to exchange accurate information in all situations.
• Experience in the manufacturing industry is required and particularly in the commercial fabric industry and/or hospitality fabric industry preferable.

COMPETENCIES:

To perform the job successfully an individual should demonstrate the following competencies:

Intellectual

• Analytical Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workows and procedures.
• Problem Solving Identies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
• Project Management Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Interpersonal

• Customer Service Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• External Working Relationships Develops and maintains courteous and effective working relationships with clients vendors and/or any other representatives of external organizations.

Organization

• Business Acumen Demonstrates knowledge of market and competition; Aligns work with strategic goals; Analyzes market and completion and adapts strategy to changing conditions.
• Cost Consciousness Works within approved budget; Develops and implements cost saving measures.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability tospeak effectively before groups of customers or employees of an organization.