Customer Success Representative (Manufacturing) - Columbia, SC

SHAKESPEARE COMPANY LLC, a Jadex Inc. company, is a US-based manufacturer of both industrial and consumer products for a wide variety of industries and applications.

Shakespeare® industrial products are tailored to the customer’s unique needs and include custom engineered nylon resins, performance monofilaments, and conductive fibers used as raw materials in finished goods ranging from automotive components to medical applications. The company operates under the Shakespeare®, Rino-Tuff®, and Weed Warrior® brands in the lawn & garden category and is a major player in the mass merchant channel as the primary universal fit solution for trimmer line, heads, and accessories. The brand is known worldwide within the marine electronics industry for marine radio antennas with a portfolio of connectivity solutions and accessories to help keep boaters connected and safe. Maintaining communications is of utmost importance to military forces across the world and Shakespeare®’s line of military antenna products plays a critical role in achieving mission success.

Customer Success Representative (Inside Sales Support of Manufactured Components) - Columbia, SC

Reporting to the Customer Success Manager, the Customer Success Representative (Manufactured Goods) for Lawn and Garden Consumer Products is the key lead between the Sales, IT, Finance, Supply Chain, Operations and Shipping teams to ensure customer orders (for manufactured goods) are efficiently executed and service-related issues are resolved in a timely manner. This should lead to 98% or better fill-rates, on-time and retailer in-stocks.

In addition, this position is the key communicator with customers regarding order status and service-related issues of the manufactured components. Also, this position is responsible for supporting the Account Managers of the Lawn and Garden consumer product line with product item setup and maintenance using retailer back-end programs.

This position will also be tasked with managing the credit/debit process as it relates to retail customer programs and returns. It requires owning the analysis process for credits, debits and write-offs to determine trends that improve the bottom line. It requires retailer service-level and point of sale reporting and analyzing. Last, the Customer Success Representative will be responsible for answering customer inquiries in a polite, professional and detailed manner.

(Other duties may be assigned)

• Leads communication between cross-functional departments and customers to ensure orders for manufactured goods are executed on-time to deliver sales and profit targets.
• Owns the process for customer success related issues between cross-functional departments and following up with the customer on the resolution and timing to build customer loyalty and trust.
• Executes the customer service level and customer point of sale analytics and reporting on a weekly and monthly basis to help monitor company performance of Lawn and Garden manufactured components and identify trends for improvement.
• Coordinates w/ Shipping, Account Managers and Account Sales Reps the execution of trade show materials including product samples and display materials to educate our retail customers and prospects.
• Orders and inspects product samples for tradeshows and customer meetings to ensure delivery of a best-in-class experience.
• Manages customer price books and the upload process into the company’s enterprise resource planning tool to ensure order accuracy.
• Lead for creating and managing cross reference tables that syncs the retail customers’ part numbers to the company’s part numbers to ensure order and fulfillment accuracy.
• Maintains and monitors the electronic data interchange (EDI) for customer orders with support from IT to prevent delays in receiving orders accuracy of outgoing automated communication.
• Ensures accuracy of incoming orders and inputs limited manual orders.
• Uploads available inventory into .com retailer back-end systems for e-commerce product fulfillment to ensure we can accurately fulfill end-user customer orders.
• Supports Account Managers of the Lawn and Garden manufactured components with product item setup and maintenance using retailer back-end systems to support receiving orders and accurate order fulfillment.
• Ensure retailer planograms (POGs) in the display room are kept 100% set for Account Managers, Marketing and Product Management to identify improvements to the shopping experience.
• Manages the credit/debit process as it relates to retailer programs and returns for processing
• Owns the analysis process for credits, debits and write-offs to determine trends that improve the bottom line.
• Supports Account Managers in setting up new customers in the company resource planning tool.
• Support the Sales, Product Management and Marketing team by acting as lead for inputting all Issue Track items.
• Execute quality work that is accurate, timely and complete reducing any potential risks of customer dissatisfaction.

• Associate degree preferred.
• Must have 3-5 years of customer success experience with retail consumer products (manufactured goods).
• Proven ability to influence cross-functional teams without formal authority.
• Ability to multi-task projects working with multiple departments.
• Ability to lead teams, own and drive projects to completion.
• Excellent teamwork and group facilitation skills.
• Excellent written and oral communication skills.
• Undeterred positive attitude in the face of adversity.
• Solutions oriented and strong problem-solving skills in an ambiguous environment.
• Ability to be proactive with a strong sense of urgency and attention to detail.
• Ability to exercise tact and good interpersonal skills.
• Strong data entry, reporting and analytics skills.
• Strong organizational skills and attention to detail.

Specifics:

• Competitive salary
• Full benefits package
• 401K with match
• Strong vacation and corporate holiday policy

The above statements describe the general nature and level of responsibilities for this position, and are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. Company management may assign other relevant, business-related duties.