Customer Success Advocate

3 weeks ago

Toronto, Canada Trelleborg Sealing Solutions US Inc Full time

**Tasks & Responsibilities**:
The primary function of the CSA position is to provide outstanding customer service and total customer satisfaction to existing and prospective customers while operating within established procedures.
- Act as the customer’s primary point of contact for all commercial inquiries
- Develop and maintain strong customer relations while projecting professionalism
- Provide information (pricing for existing demand, inventory availability, order status, etc) and handle customer requests in an accurate and timely manner
- New customer account management including customer set-up, and credit information
- Provides pricing quotations for existing customer demand, entering information into C4C for Sales Engineers follow-up
- Develops relationships and customer mapping for assigned customers as it relates to counterparts at the customers, and updates activities in C4C; including documentation of key information about the customer account
- Customer order management including processing of quotes for price updates, contract review, order entry, order status, inventory stock review, purchasing practices, and on-time delivery
- Monitor customer orders: Minimum order and line values, profitability, and costs
- Process customer complaints and assist with investigation and corrective actions
- Communicate and coordinate customer requirements throughout the supply chain in coordination with the Operations Process Manager. Identified internal barriers to provide customer satisfaction and works collaboratively with counterparts in SCM, Manufacturing, ServicePLUS and others to resolve customer service related issues
- Communicate, coordinate, and support the Sales Engineers and Application Engineers with customer service related projects
- Joint sales visits to customers with Sales Engineers
- Attend additional training as needed

**Education & Experience**

Required:

- 3-4 year College or University degree
- Knowledge of basic business sales and marketing practices

Preferred
- Prior customer service experience is a plus
- JDE Experience
- Technical Degree (Engineering or the Sciences)
- Knowledge of rubber/plastic products is beneficial
- Familiarity with ISO quality requirements is beneficial
- Familiarity with technical prints is beneficial

**Competencies**:

- Strong written and verbal communication skills
- Strong people and relationship building skills
- Customer driven with a positive, professional, can-do attitude
- Strong organizational skills with the ability to multi-task with attention to detail and accuracy
- Strong analytical, decision making and problem solving skills
- Basic math skills (addition, subtraction, margin calculations)
- Knowledgeable with regards to basic business sales and marketing
- Proficient in the use of Microsoft Word and Excel
- Proficiency in the use of business operational software (Oracle JDE, SAP) is beneficial

**Travel**:

- The CSM position is a local position.
- Limited travel requirements will be 5% of the time per year.

**Application**:
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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