Customer Success Manager

Mountain Valley Floors, Inc.; Derby; On-site; GBP 39,000 - 46,000; Full time

Job summary

A company specializing in aviation equipment is seeking a Customer Success Manager in Derby. The role involves managing customer relationships, resolving issues, and ensuring the best customer experience. Candidates should have a Bachelor's degree and at least 3 years of customer support experience. Proficiency in MS Office and strong communication skills are essential. The position offers a salary range of £39,000 to £46,000 per annum and includes benefits like a company pension and 25 days of paid leave.

Benefits

Company Pension

Westfield Health care plan

Life Assurance

25 days paid annual leave

Qualifications

• 3 years prior customer support experience.
• Ability to interact effectively at various levels.
• Flexible and adaptable to work independently or as part of a team.

Responsibilities

• Act as the primary point of contact for customer inquiries.
• Manage customer relationships and mitigate risks.
• Provide order status updates and resolve customer issues.

Skills

Customer support experience

Communication skills

Analytical skills

Proficiency in MS Office

Ability to multitask

Education

Bachelor's degree in business or technical field

Tools

Epicor ERP

MS Excel

Job description

Location: Victory Road, Derby, DE24 8EL

Job Type: Permanent

Hours: 38 hours per week

Salary: £39,000 £46,000 per annum (dependent on experience)

Benefits: Company Pension - matched contribution scheme, Westfield Health care plan - after 3 months. Life Assurance. 25 days paid annual leave plus all UK Statutory Bank Holidays pro rata. We have kitchen facilities on our site and provide free tea and coffee for our employees.

Do you want to continue your training and development?

At RH Aero Systems we are committed to supporting you in your continuous technical and professional development to enable you to keep your skills and knowledge up to date and to support you in your advancement within the business.

About RH Aero Systems

RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses Rhinestahl and HYDRO Systems we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centers and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems global headquarters are in Mason, Ohio, USA, and Biberach, Germany.

We take great pride in our Values and embody them in everything we do professionally.

Reliable: We consistently deliver outstanding quality and performance. Our reliability builds trust and long last partnerships. You can count on us every step pf the way!

Ready: We are always prepared, flexible and within reach ready to act when it matters most.

Relentless: We are determined to pursue our goals with unwavering passion, resilience, and the will to overcome any challenge

Our UK facility is co located on the Rolls-Royce campus on Victory Road, Derby, our largest UK customer.

We are close to the A50, M1 and M42 and within a short commute time from Derby, Nottingham and Leicester.

The role of Customer Success Manager will be responsible for being the primary point of contact to provide support for the assigned products, customers and regions in cooperation with the Regional Customer Manager. The role will provide a level of support and service which ensures the optimum customer experience.

Key Duties And Responsibilities

Be the primary point of contact to the customer from initial quote request to product shipment

Validate and ensure that Purchase Orders/Contracts meet the agreed upon Terms & Conditions

Management of Customer relationships to ensure the mitigation of high-level company and program risks

Where appropriate, act as a point of escalation

Work with the Customer Service Team to ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, and Aftermarket Services to support the timely resolution of problems/issues related to product design and/or manufacture

Provide order status updates to customers as required

Research and correct regular, advanced, and long-standing customer concerns

Collect customer feedback and make process changes to exceed customer satisfaction goals

Complete special projects by using effective decision making critical thinking and time management skills

Maintain ERP system (Epicor) with current order/shipment related information

Be available to travel to customer locations to build relationships face to face

Provide analytical support for allocated projects where required

Prepare and present regular project reports for external and internal stakeholders as required

Recommend and implement modifications to improve effectiveness and attain project milestones

Any other reasonable duties as assigned by the Manager, Customer Success Team

General Duties

The post holder must the best of their knowledge and experience carry out work in such a manner so not to endanger their own health and safety, that of their colleagues, the companys clients, the public, our suppliers or the environment.

Engage in training, development, and education to keep skills and knowledge current and to strive for continual improvement.

This job description should not be regarded as exclusive or exhaustive. There shall be a requirement to carry out other duties which the Company believes are within your capability.

Expected Qualifications, Skills, Experience And Knowledge

3 years prior customer support experience

Bachelors degree, preferably in business or technical field, or equivalent work experience

Prior experience working with customers in a global environment, including international travel

Proficiency with computer software applications, e.g. MS Office with emphasis on MS Excel

Ability to multi-task and work effectively under time pressures

Ability to interact effectively at various levels within the customers organization

Articulate and effective communicator with the ability to influence others through the employment of sound judgement and good sense rather than the use of authority

Highest standards of integrity, loyalty, honesty and moral and ethical values

Flexible and adaptable with the ability to work alone and unsupervised as well as part of a team

Ability to manage own priorities and workload.

REF-222861

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