What are the responsibilities and job description for the Customer Service Manager position at Spectral Systems, LLC?
Description
Customer Success Manager
Department: Sales Department
Reports to: Director, Customer Success Team
Omega Optical Holdings is a leading precision optics platform whose brands design and manufacture precision optical filters, coatings, diffractive optics, and infrared components to enable mission-critical applications for global OEM customers in a wide range of industries, including life sciences, environmental monitoring, aerospace, defense, semiconductor, and more.
We value Precision, Collaboration and Teamwork, Continuous Improvement, Integrity, and Growth Opportunities for our employees.
Profile Summary
This new role at Omega Optical Holdings is intended to accelerate the customer experience. Educate the customer about our cross-platform capabilities and a single value-add supply chain partner that can enable them to consolidate disparate optical component and sub-assembly suppliers into a single broad partner to fulfill most, if not all, of their optical procurement needs.
Requirements
Essential Duties and Responsibilities include the following, but not limited to:
Ensure best-in-class customer relationship management of named managed accounts such that they should come to see the Customer Success Manager, and available supporting technical resources as an extension of their own design, engineering procurement and quality teams
Maintain timely and accurate deal management in CRM
Perform established RFQ process to achieve fast turnaround, working with assigned technical resources within each division for acceptable costing and lead times.
Promote appropriate customer onsite visits, coordinated with outside sales, to present QBR’s, meet new contacts, learn of current projects and new product introductions
Follow a consistent order entry and monitoring process which includes visibility to track orders moving through each appropriate OOH division to verify on time delivery which will be communicated to the customer for each order placed
Coordinate reporting for bookings and revenue by account and by product code
Continuous improvement of cross-platform knowledge base within the team, including accessing a knowledge base repository when available
Strive towards inter-division collaboration for a seamless customer interface experience (make every reasonable effort to shield inside the company processes and resource structure and exhibit smooth information flow to the outside)
CRITICAL KPI’S
Bookings to Budget for named managed accounts
Forecast accuracy and pipeline health
Quote turnaround and conversion rate
Build a library of Top Customer report cards
Track cross-platform orders to measure success and highlight focus
Strategy to drive RMA issuance to zero with quick customer acknowledgement, preliminary disposition and final finding and corrective action promptness
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High School Diploma or GED equivalent or 2 years of experience in a similar role; related certifications or specialized training a strong plus
Competencies
Proficient account and sales order management, multi-tasking when needed, working well in a team environment
Skills/Abilities
Self-directed activities related to job function, good work prioritization in a changing environment, strong collaboration mindset
Computer Skills
Proficient use of Microsoft Office suite of applications (including Word, Excel, PowerPoint and Teams videoconferencing), CRM and basic navigation of ERP
Work Environment
Business professional, office-based – remote work on occasion with prior approval from manager, appropriate business attire according to company handbook, friendly collaborative team-oriented positive attitude is essential to be successful in this role
Physical Demands
While performing the duties of this job, the employee is regularly required to sit, walk, stand, talk and hear. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
NOTE:
The above duties or working procedures describe the chief functions of the job. They are not considered a detailed description of every duty of the job. The job description is intended to be dynamic in nature, subject to addition or deletion as required by organizational changes and customer needs.