As a member of the Customer Success Management (CSM) team, you will be responsible for managing and coordinating all our Advantage + Elite contracts in MEA, Russia and SAARC.
From order intake working with the Business Advisor and sales to daily key performance indicators collection and proactive follow up.
In this role, you will be the key contact for customers and sales force acting as coordination and interface with the operation organization to support meeting confirmed timeline and commitments.
You will work very closely with the regional Project Engineers and Service team members.
Create quotes and review orders to ensure they are technically accurate, priced appropriately, confirm delivery commitments and properly documented to meet our customer’s expectations.
Attend and facilitate projects kick-off meeting, ensuring that milestone commitments for the product offering are documented.
Follow-up on open issues from the kick-off meeting Align with the Husky Operations organization on services executed at customer site for timeline and commitments.
Coordinate and schedule Service Engineers being part of your area of control.
Collect daily information from the customer’s sites and support as needed involving Call Center team or any other team.
Inform on a daily base your customers under contract about the status of their equipment and organize weekly and monthly meetings with customers to update, organize improvement on the system to maintain the best OEE.
Maintain and communicate regular up-to-date knowledge of project status (technical and economical), so that all questions regarding orders status can be responded Align with the Husky Operations organization on the impact of order changes, and ensure that original schedule deadlines are met, or if this is not possible, communicate the impact to the sales team Provide support for sales and customers, document and ensure timely resolution of any quality issues that may arise Prepare issue and evaluate follow up actions in order to collect system Key Performance Indicators and ensure that the sales team is informed on achieved results to compare with committed targets.
Ensure that the customer’s expectations are exceeded in all areas. Maintain regular contact with customers (before, during and after delivery of product), ensure quick resolution to any customer issues during and after delivery.
Utilize creativity and initiative to enhance customer satisfaction within current customer base.
Support continuous improvement initiatives defining new processes and tools to support the business.
Regularly reporting in written and verbal form to your team leader.
Mechanical or electrical engineering or equivalent experience A minimum of 3 years’ work experience gained in a similar work environment.
Knowledge of injection molding machinery and related mechanical, hydraulic, and electronic technologies considered an asset
Excellent communication and coordination skills
Strong organizational and project management skills
Strong negotiation, facilitation, conflict management skills and the ability to professionally interact with team members
Experience or knowledge of CRM, ERP, CPQ systems
Sales attitude and capacity to judge business requirements
Good knowledge of all MS Office applications.
Logical thinking capabilities and continuous improvement attitude
Fluent in English. German or any European language considered as an asset.