Customer Success Manager

Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

POSITION DESCRIPTION

The Sales Coordinator / Customer Success Manager-in-Training position is designed to prepare the trainee for a future leadership position as a representative of our sales team. In a hands-on learning environment, the CSM trainee will gain focused knowledge in consulting, educating and managing all responsibilities for his/her respective accounts.

PRIMARY RESPONSIBILITIES

The CSM trainee will have the opportunity to observe experienced team members and acquire skills in the following key areas:

Quality Control: (in-house) Check shop plans to ensure match of customer orders; confirm sales order matches customer requests; monitor shipments; check pricing; document and issue sales change orders; track required deadlines; maintain offline Excel spreadsheet; ensure timely payments of freight invoicing

Sales Productivity: Organize all sales responsibilities to maximize clarity, efficiency, and productivity within the constraints of the approved product offering; meet established retailers; follow-through on commitments as they pertain to customer deadlines, flooring requirements, run releases, product change requests/orders, accurate manufacturing floor information, shipping schedules and accounts receivable

Internal/External Relationships: Work with retailers on sales, marketing, inventory, inventory turns, shipment, product positioning, accounts receivable and parts; develop a high-quality relationship with respective retailers, transporters, financial institutions, home office partners, and internal partners; continuously train their respective accounts in ongoing product feature benefits and keep retailer personnel completely informed of the entire product line; recommend tailoring product and marketing programs to the individual needs of the retailer when necessary

Quality Planning: (in-house and on-the-road) Write clear and precise orders that match customer requirements; answer retailer questions; work with retailers to maximize necessary sales tools and division inventory; develop credibility and respect of retailers

Quality Improvement: Develop a clear market analysis to promote continued growth among current retailers; establish new accounts and a well-educated retailer network in an effort to increase customer satisfaction

DAILY TASKS

• Quote homes via phone calls/email, convert quotes into orders
• Prepare and complete final releases for our production team
• Complete weekly order summary
• Assign serial numbers to orders and maintain serial number assignment log
• Complete and distribute production change orders as needed
• Collaborate with engineering to complete prints
• Attend home order read meetings with production staff
• Update backlog by estimating offline dates, production schedules, and shipping schedules
• Maintain customer distribution lists
• Request approvals on homes for independent partners and verify funds for community orders
• Invoice homes by sending MCO’s and invoices to appropriate financial institution
• Calculate and input freight and dispatch homes
• Create data plates and month-end reporting
• Utilize OTM, Salesforce, and as/400
• Walk houses for inventory
• Lead New Hire Orientation Retail Center Visit
• Other duties as assigned

EDUCATION AND QUALIFICATIONS

• Associate degree required OR actively pursuing a bachelor’s degree
• Some travel, with some overnight stays required
• Must be computer literate with general knowledge of information technology and its application to sales and marketing
• Must be able to communicate efficiently and clearly
• Must be detail-oriented while handling multiple tasks
• Basic ability to read and understand architectural and engineering specifications
• Must be able to walk, climb, lift loads of at least 25 lb. and perform other physical duties as necessary to inspect all areas of division facilities or cus