Sr. Customer Success Representative

📌 Core Information

🔹 Job Title: Sr. Customer Success Representative

🔹 Company: Nelson Name Plate Company

🔹 Location: Phoenix, Arizona, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 3-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Serving as the primary point of contact for customers
• Providing professional and proactive support throughout the customer journey
• Managing orders efficiently and accurately
• Building and maintaining strong customer relationships

ASSUMPTION: The role is designed to ensure customer satisfaction and streamline the order process, focusing on both sales and customer service aspects based on the job title and responsibilities.

📋 Key Responsibilities

✅ Act as a dedicated liaison between NMG and customers and build lasting relationships.

✅ Ensure timely and accurate support, anticipating customer needs.

✅ Accurately enter and confirm customer orders, adhering to specifications and timelines.

✅ Handle customer issues and RMA requests effectively, advocating for customer needs internally.

✅ Track and manage sales orders, collaborating with business development for timely customer responses.

ASSUMPTION: Responsibilities require both technical and interpersonal skills to manage customer interactions and drive satisfaction effectively.

🎯 Required Qualifications

Education: High school diploma, GED, or equivalent required; Associate's or Bachelor's degree preferred.

Experience: Minimum of 3-5 years in senior customer service or related roles within a manufacturing environment.

Required Skills:

• Exceptional customer service and communication skills
• Proficiency in ERP/MRP systems, with experience in Epicor plus
• Strong problem-solving and analytical abilities

Preferred Skills:

• Ability to read and interpret mechanical and electrical blueprints
• Experience in a manufacturing job shop environment

ASSUMPTION: Required skills emphasize both technical acumen and customer relationship management, reflecting a blend of customer service and sales expertise.

💰 Compensation & Benefits

Salary Range: Not specified; candidates are encouraged to research industry standards for similar roles.

Benefits:

• Comprehensive health insurance
• 401(k) retirement plan with company match
• Paid time off and holidays

Working Hours: Standard 40-hour workweek with potential for additional shifts as needed.

ASSUMPTION: Compensation details are not provided, assuming the candidate could negotiate based on experience and standard expectations.

📌 Applicant Insights

🔍 Company Context

Industry: Appliances, Electrical, and Electronics Manufacturing

Company Size: 11-50 employees, offering a close-knit work environment with ample opportunities for cross-collaboration

Founded: Not specified

Company Description:

• Leading manufacturer of custom engineered graphics
• Offers user interface solutions
• Dynamic growth across multiple locations in the US

Company Specialties: Not specified

Company Website: Not specified

ASSUMPTION: The company's small size suggests potential for personal growth and holistic understanding of business operations, despite lack of some information like website URL.

📊 Role Analysis

Career Level: Senior-level position, suitable for experienced professionals in customer service management

Reporting Structure: Likely reports directly to a departmental manager or supervisor within customer success or sales

Work Arrangement: On-site in Phoenix, fostering direct team collaboration and interaction with production and shipping departments

Growth Opportunities:

• Potential to move into managerial roles
• Opportunity to develop sales proficiency
• Skill enhancement in technical systems and customer management

ASSUMPTION: The role provides a pathway to leadership in customer success and sales, contingent on performance and organizational growth.

🌍 Location & Work Environment

Office Type: On-site office setting with collaborative spaces

Office Location(s): Phoenix, Arizona, with nearby facilities in other states for expanded company operations

Geographic Context:

• Central location in a thriving industrial zone
• Easy access to major transportation and amenities
• Part of a region with a strong manufacturing base

Work Schedule: Traditional Monday to Friday, daytime hours with flexibility required occasionally

ASSUMPTION: The Phoenix office location provides a hub for regional operations, crucial for coordination across the company's different sites.

💼 Interview & Application Insights

Typical Process:

• Initial screening with HR for qualification verification
• Technical interview focused on problem-solving and system knowledge
• Final interview with department head or senior manager

Key Assessment Areas:

• Technical proficiency in ERP systems
• Communication skills and customer interaction
• Ability to work under tight deadlines and manage stress

Application Tips:

• Highlight experience with ERP/MRP systems, especially Epicor
• Emphasize customer service achievements
• Detail any manufacturing industry experience

ATS Keywords: ERP systems, customer relationship management, order management, problem-solving

ASSUMPTION: A streamlined, skill-focused hiring process is assumed, consistent with industry practices for senior roles in customer success.

🛠️ Tools & Technologies

• ERP/MRP Systems
• Microsoft Office Suite (Excel, PowerPoint, Word)
• Epicor ERP as a preferred system

ASSUMPTION: Technical tools are central to this role, suggesting the importance of technology fluency in candidate selection.

👔 Cultural Fit Considerations

Company Values:

• Commitment to customer satisfaction
• Innovation in service delivery
• Emphasis on team collaboration and support

Work Style:

• Collaborative team environment
• Flexible and proactive approach to customer needs
• Continuous improvement mindset

Self-Assessment Questions:

• How do you prioritize customer needs in a fast-paced environment?
• What is your experience with ERP systems, particularly Epicor?
• How do you handle customer complaints effectively?

ASSUMPTION: The company's values and work style emphasize a strong commitment to customer-centric service, aligning with industry standards for manufacturing sectors.

⚠️ Potential Challenges

• Managing high volume of customer queries and complaints
• Ensuring order accuracy under tight deadlines
• Maintaining updated knowledge of product changes and updates
• Balancing inside sales responsibilities with customer service duties

ASSUMPTION: Challenges include maintaining efficiency and customer satisfaction simultaneously, common in customer-facing roles within manufacturing contexts.

📈 Similar Roles Comparison

• This role is similar to Customer Account Managers, focusing primarily on relationship building.
• Inside Sales Representatives often share similar sales support responsibilities.
• Technical Customer Support roles might overlap where product knowledge is crucial.

ASSUMPTION: Comparison draws on other customer service and sales positions in similar industries to inform candidates of career trajectories.

📝 Sample Projects

• Coordinating a product launch and managing customer inquiries
• Developing a customer satisfaction feedback system
• Implementing a new ERP software

ASSUMPTION: Sample projects are illustrative of the diverse tasks within the role, suggesting needed skills and competencies.

❓ Key Questions to Ask During Interview

• What are the main challenges currently faced by the customer success team?
• How does the company support professional development?
• What is the typical career path for someone in this role?
• Can you describe the company culture and team dynamics?
• What measures of success are used for this position?

ASSUMPTION: Interview questions aim to clarify the work environment and advancement opportunities, typical considerations for candidates in senior customer roles.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the company's career portal or a designated job board
• Ensure your resume includes relevant keywords and highlights your ERP experience
• Prepare examples of past achievements in customer success or sales roles
• Practice answering competency-based interview questions
• Follow up post-interview to express continued interest and fit for the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.