Customer Success Specialist

Franklin Electric Co.; Canby (OR); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Franklin Electric Co. in Canby, Oregon is seeking a Customer Success Specialist to join our Sales/Marketing team.

You will be the primary point of contact for key accounts, delivering end-to-end support from inquiry through issue resolution and ensuring orders are processed smoothly. You will anticipate customer needs, collaborate with Product, Sales and Marketing, and drive initiatives that increase satisfaction, retention, and adoption of our products and services.

Qualifications

• Bachelor’s degree strongly preferred.
• Three to five years of relevant customer service or customer success experience.
• Strong communication and problem-solving skills.
• Detail-oriented with reliable results.

Responsibilities

• Provide end-to-end, single point of contact support for customers from inquiry to issue resolution.
• Anticipate customer needs and identify opportunities; act on recommendations.
• Support marketing strategies to develop relationships and markets.
• Serve as the customers’ voice across product, services and sales.
• Establish deep relationships by understanding business objectives and providing exemplary support.
• Communicate updates and feedback with customers regularly.
• Coordinate with Product, Sales, and Marketing to meet objectives.
• Organize workflow to meet customer timeframes and requirements.
• Travel for customer visits, trade shows and events as needed.

Skills

Communication skills

Problem solving

Attention to detail

Results oriented

Self-motivated

Education

Bachelor’s degree

Tools

Microsoft Office

JDE

Microsoft Dynamics

Job description

Customer Success Specialist

Department: Sales / Marketing

Employment Type: Full Time

Location: US - Oregon - Canby

Reporting To: Jim Watson

Description

Embark on a career journey with Franklin Electric, where your passion meets purpose, and every day is an opportunity to make a difference in our global communities in providing access to water, fuel and electricity.

Our vision for Customer Success is simple: “We will become an indispensable partner to our best customers — and make them loyal, raving fans of Franklin Electric — through our in-depth customer knowledge, product expertise and end-to-end support. Our efforts will drive revenue growth, customer retention and market expansion. This role provides end-to-end account and relationship support to our best customers, driving best practices and innovation to create more value for the business.” The goal is to increase customer satisfaction, retention and adoption of key product and service features within a particular market segment.

Franklin Electric is a diverse team of innovators making a positive global impact since 1944. We offer innovative water solutions, ensuring access, treatment, and efficient management of this vital resource. Our commitment to excellence is reflected in our innovative products, industry leading quality products, exceptional customer service, employee development, and passion for social responsibility.

Join us to create a better future while growing professionally in a supportive environment!

MOVE FORWARD WITH US

What you will be doing:

• Provide end-to-end, single point of contact support for our customers – from order entry and inquiry to AR support and issue resolution.
• Proactively anticipate customer needs and identify any potential opportunities or issues. Create recommendations and facilitate actions accordingly. (Requires a strong knowledge of the account, products, and daily interaction on a high level).
• Support the marketing strategy to create new relationships, new customers, new markets.
• Serve as the customers’ voice, including marketing, product, professional services and sales.
• Establish and deepen relationships with customers by understanding their business objectives and providing exemplary support.
• Communicate frequently with customers on updates, information, concerns and suggestions.
• Mine various communication feedback and benchmark data, launch and/or support innovative efforts to drive new efforts and change to meet the customers’ perceived expectations and needs.
• Identify potential upsell, new product, substitution or replacement opportunities, slow moving products as well as obsolete/excess inventory in an effort to create a value strategy specific to the opportunity.
• Manage deliverables specific to meeting the team’s strategic objectives.
• Use customer benchmark data to highlight customers’ strategic success and provide ongoing recommendations for further optimization.
• Communicate and coordinate with internal departments (Product Managers/Sales Team/Marketing).
• Organize workflow to meet customer timeframes (coordinate with main buyer / purchaser – setting up and defining process per customer’s requirements).
• Complete forms, applications and/or customer requests.
• Business travel required as needed. Participate in customer visits, trade shows and/or events.

Who we want:

• Hard-working winners. Confident, competitive, and results-oriented professionals who create a track record of success.
• Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

Skills Knowledge and Expertise

What you need:

• Dependable, self-motivated, and displays initiative
• Results and goal oriented
• Customer growth oriented
• Effective communication skills – written & verbal, internal & external customers
• Strong problem analysis and problem-solving skills, innovative
• Professional in all manners
• High-level attention to detail, high level accuracy and reliable results

Education and Experience

• Bachelor’s degree (strongly preferred)
• Three to five years of relevant experience or training in customer service, customer experience, customer success, or a related field (required)

Computer Skills

• Basic: Alphanumeric data entry; word processing/typing
• Advanced: Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint
• Desirable: Experience working in JDE and Microsoft Dynamics

Don't feel like you check all the boxes in the job description? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries.

Why Work at Franklin Electric?

Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.

Take a look at this video to see our Global Headquarters in Fort Wayne, Indiana.