Customer Success Manager

hace 4 días

Ciudad Juárez, México North American Production Sharing A tiempo completo

**Description**: The **Customer Success Manager** manages the day-to-day operational business between the customer and the company (formerly Inside Sales). They are in constant contact with customers. Customer satisfaction is the main focus of their activities. Customer Success Managers manage the customer relationship and are responsible for commercial terms. They are in charge of “nurturing” the existing customer relationship to increase satisfaction, profitability, and drive growth. **Tasks and Responsibilities**: - Participate in the "CST" providing customer support. - Enter quotes in SAP. Review quotes with the customer, including cost/labor and profit margin follow-up. - Communicate PPV (Purchase Price Variance) to the customer and follow up on additional material charges, including unforeseen charges required to complete the project. - Receive purchase orders. - Manage the entry of customer orders in SAP and address exceptions and issues as they arise. - Keep the customer informed about the delivery of finished products after reviewing with the planning team. - Review work orders and make system adjustments. - Conduct CTB (Cost to Build) reviews and resolve material shortage reporting issues. - Monitor orders, plan, and expedite when necessary. - Act as interface and communication channel between the customer and internal team. - Execute the Dispo Cockpit Operations (DCO) report. Instruct the Customer Buyer to purchase material for new orders. - Perform general administrative sales and support tasks. - Manage folders, documents, and project information. - Accompany customers during company visits. - Support complaint handling and repairs. - Enter data and manage customer contracts. - Perform post-calculation of material and labor costs at project completion. - Create PS (Production Specification) for the customer's finished products. - Communicate shipping/delivery information to the shipping department and assist in resolving import/export issues. - Follow up on shipments (After-Sales Service). - Initiate ECNs (Engineering Change Notices), both internal and external. - Provide support for RMAs (Return Merchandise Authorizations). - Maintain an overview of all projects, including all delivery schedules. - Resolve invoice/claim issues. **Required Knowledge and Skills**: - +5 years of experience in purchasing electronic products using provided tools. - Excellent communication and customer service skills. - Working knowledge of MS Office (with emphasis on Excel). - Proficient in MRP/ERP software (preferably SAP). - Advanced level of English. - Understanding of different component distribution channels. - Strong negotiation skills required.

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