Customer Success Manager

Essential Duties and Responsibilities:

• Stay updated on product developments, company policies, and industry best practices to provide informed support to customers.
• Serve as a contact for customer inquiries, issues, and order management from receipt through delivery, using various communication channels such as phone, email, fax, and online systems.
• Work to increase customer retention, identify cross-sell opportunities, and ensure overall customer satisfaction.
• Guide customers through the onboarding process, providing clarify and confidence with Satellite’s products and processes.
• Process customer orders, create and modify purchase orders as needed, and ensure all logistics meet customer expectations.
• Track and monitor shipments, provide timely updates, and handle related communications to ensure smooth delivery.
• Maintain and update new and current customer records, including entering product quotes, assisting with webstore logins and updating information in the CRM system.
• Respond promptly to customer phone calls and emails, offering detailed product information and addressing questions about all product lines.
• Provide Sales operations support by assisting with product knowledge, lead times, product quotes, freight quotes, and resolving additional customer concerns.
• Process customer returns and credit memos efficiently, ensuring customer satisfaction throughout the resolution process.
• Log customer complaints and refer unresolved issues to the appropriate departments for further investigation and follow-up.
• Identify new revenue opportunities within existing customer accounts by leveraging communication, programs, and relationship-building activities.
• Cultivate strong business relationships with customers to support their ongoing needs and encourage growth within the existing client base.
• Identify inefficiencies in sales or order workflows and suggest improvements to enhance productivity and accuracy.
• Work with Sales to provide outstanding service and help meet deadlines.
• Assist with organizing and supporting sales initiatives such as managing follow-up on quotes and customer forecasts.
• Conduct market surveys by phone, analyze responses, and provide actionable conclusions or recommendations to support business growth.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Education and Experience Requirements:

• Bachelor’s degree and/or 2-5 years’ experience in an internal customer service or inside sales role.
• Bilingual preferred but not required.
• Proficiency working in a Windows Office environment is required (Outlook, Excel, Word).
• Demonstrated interpersonal and communication skills are required.
• Experience in dealing with freight and logistics a plus.
• Demonstrated ability to think critically and efficiently, with a proven track record of providing effective recommendations or solutions to customer issues.
• Experience with database entry and maintenance is preferred but not required.

Required Skills:

• A strong team player and leadership skills
• Excellent verbal and communication skills.
• Detail oriented.
• Customer/Client Focus.
• Ethical Conduct
• Time Management
• Project Management
• Multitasking Ability
• Personal Effectiveness/Credibility
• Excellent problem solving and organization skills
• Strong Interpersonal communications skills
• Demonstrated ability to work with a team.
• Flexibility

Physical/Mental Demands:

Position requires a high degree of concentration to manage frequent interruptions while meeting strict deadlines. This position requires the ability to perform duties using both typical office equipment such as computers, cell phones, and printers as well as the ability to communicate and perform tasks in a manufacturing/workshop environment. Must be able to perform physical and mental tasks associated within a manufacturing environment. Some travel required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.