CUSTOMER SUCCESS ASSOCIATE III

Job Overview

The Customer Success Specialist is a key position responsible for establishing and maintaining a customer business relationship to provide total customer satisfaction and increase sales. Additionally, the CSA serves as the primary point of contact for the segment 2 or segment 3 customers and is the liaison between the customer and all internal points of contact. This position resides in the Customer Success Team in Middletown, PA and works a hybrid schedule. One in-office day per week is required.

This position requires access to information which is subject to stringent controls under the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR).   Applicants must be a U.S. citizen or national, U.S. lawful permanent resident, person granted asylee status in the U.S., or person admitted into the U.S. as a refugee.

- Process customer orders/changes per established department policies and procedures.
- Provide timely, accurate information on customer order status and product knowledge.
- Handle general customer requests as needed.
- Process customer returns per established protocols and obtain proper DOA approvals.
- Understand business processes to make proactive decisions, effectively resolving customer issues and enhancing the customer effort score.
- Process customer quote requests, requiring a thorough understanding of the TE quoting process and associated programs.
- Conduct thorough reviews of key customer documents/requirements, including terms, conditions, and quality standards. Escalate for additional legal review if needed.
- Potential to manage schedule agreements and customer forecasts (segment 2 only).
- Strengthen customer relationships by acting as a liaison between customers and internal contacts, driving a cross-functional extraordinary customer experience.
- Initiate and facilitate meetings with customers and internal contacts to proactively identify issues and drive process improvements.
- Investigate and resolve customer issues (e.g., delivery, price, quality), independently or as a team member.
- Identify and drive corrective actions and improvement projects to enhance customer satisfaction.
- Collaborate with assigned Key Account Manager/Account Manager to execute customer initiatives and achieve on-time delivery goals.
- Identify opportunities for process improvements and waste elimination in your account workload and within the Customer Success Team’s established processes.

What your background should look like:

• Prepares required data/materials for customer audits, business reviews and projects.
• Required to actively participate and attend customer meetings, quarterly business reviews, and audits.
• <10% of travel is required for this role.
• Proven ability to manage multiple projects and meet deadlines.
• Proficiency in SAP a plus.
• Proficiency in Microsoft 365 (Outlook, Excel, Word, PowerPoint, etc.)
• Strong analytical skills.
• Strong people skills and ability to consistently demonstrate working in a team.
• Ability to work with all levels within the Supply Chain.
• Bachelor’s degree strongly preferred and/or minimum 2 years’ experience in a customer service role.

Competencies