Customer Success Specialist

The Customer Success Specialist serves as the central link between customers sales operations and manufacturing. This role is responsible for ensuring exceptional customer experiences through proactive communication accurate order management issue resolution and continuous process improvement. The successful candidate will drive customer satisfaction while supporting operational excellence and long-term business growth.

Develop and maintain a working knowledge of product applications bill of materials (BOMs) manufacturing processes and customer requirements to effectively support customers. Collaborate with Production Planning Purchasing Quality and Shipping teams to ensure customer expectations align with operational capabilities and delivery commitments.

Customer Relationship Management

• Serve as the primary customer contact for accounts.
• Build and maintain strong customer relationships through responsiveness consistency and proactive communication.
• Understand customer needs and expectations to deliver a positive customer experience.
• Communicate order status lead times product availability and issue resolution updates.
• Manage customer inquiries requests and concerns with a sense of urgency and professionalism.

Order Management & Coordination

• Process and manage customer orders accurately and efficiently from receipt through delivery.
• Review orders for accuracy pricing product specifications and delivery requirements.
• Coordinate with Planning Production Purchasing Quality Shipping and Sales teams to ensure timely order fulfillment.
• Monitor open orders and proactively identify potential delays or service risks.
• Facilitate changes to customer orders while minimizing operational disruption.

Issue Resolution

• Investigate and resolve customer concerns regarding orders shipments delivery schedules product quality and billing.
• Coordinate cross-functional efforts to address customer issues and ensure timely resolution.
• Escalate critical customer concerns when appropriate and provide regular status updates.
• Support corrective action activities and root cause analysis related to customer complaints.

Operational Support

• Maintain accurate customer records order documentation and communication logs within EIP system
• Prepare reports forecasts and customer-related data as needed.
• Support inventory scheduling and supply chain coordination efforts that impact customer orders.
• Develop and maintain a working knowledge of products manufacturing processes and customer applications.
• Continuous Improvement
• Identify opportunities to improve customer experience order management processes and operational efficiency.
• Participate in Lean Six Sigma and continuous improvement initiatives.
• Analyze recurring customer issues and recommend corrective and preventive actions.
• Collaborate with cross-functional teams to enhance service levels and reduce process inefficiencies.

Qualifications :

Required Qualifications

• High school diploma or equivalent.
• Experience in customer service customer success account management or order management.
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage multiple priorities simultaneously.
• Proficiency with Microsoft Office applications particularly Excel Outlook and Teams.
• Strong attention to detail and commitment to accuracy.
• Ability to work effectively in a team-oriented environment.

Preferred Qualifications

• Associate or bachelors degree in business Supply Chain Communications or a related field.
• Experience in a manufacturing industrial or distribution environment.
• Experience using ERP systems such as Epicor SAP Oracle Microsoft Dynamics or similar platforms.
• Knowledge of order fulfillment production planning and supply chain processes.
• Experience supporting engineered-to-order or custom-manufactured products.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

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We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color religion sex sexual orientation gender identity national origin economic status disability age or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics where we celebrate support and embrace diversity.

At no time during the hiring process will Smiths Group nor any of our recruitment partners ever request payment to enable participation including but not limited to interviews or testing. Avoid fraudulent requests by applying jobs directly through our careers website (Careers - Smiths Group plc)

Remote Work :

No

Employment Type :

Full-time