LifeMade - Analyst, Strategic Customer Success

LifeMade Products LLC, a Jadex Inc operating company, is a global provider of disposable tableware and temperature control packaging solutions supporting a variety of sectors including healthcare and food preservation. We are the industry leader in U.S temperature-control packaging and single-use consumer goods manufacturing. Our brands include LifeMade Consumer Products, Diamond®, FreezPak®, Envirocooler® and ProPak®. LifeMade Products LLC has 8 manufacturing locations in the domestic United States. Our mission is to create superior products that push industries forward, LifeMade strives to make life – better.


Position Summary:
The Top Tier Customer Success Analyst role provides world class partnership with critical impact LifeMade accounts through exceptional, thoughtful, and intentional order management & coordination as well as fully collaborative cross-functional teamwork. Key responsibilities include planning for and managing inbound sales orders from demand planning through receipt of goods; advanced reporting capabilities in Microsoft- driven programs, in-depth understanding of and strong passion for thrilling the customer and surpassing expectations through proactive troubleshooting, constant drive for process improvement, unmatched professional communication with sales, finance and operations and a passion for performance.


Primary Functions:

• Gain and maintain a comprehensive understanding of the business relationship with the accounts
• Know the primary points of contact internally and at the customer for swift and efficient communication
• Have a thorough understanding the customers’ pain points and strive daily to provide the customer team with support for the customer that we are the partner of choice for their business while identifying and pursuing creative and thoughtful solutions
• Maintain visibility to and understanding of stock position on customer purchased items through a variety of internal order, stock and shipment reports
• Manage orders daily according to customer requirements and communicate flawlessly to ensure a fully collaborative business relationship
• Troubleshoot and swiftly resolve any discrepant issues regarding stock, shipments/deliveries, system data as they arise; as appropriate, follow the issue through to full root cause to avoid future instance.
• Provide reporting data for the customer, sales and operations upon request
• Seek out additional avenues for information sharing, process improvement and new ways to thrill our customers through outstanding service and communication.
• Participate in regular customer-specific internal and/or external meetings to ensure full awareness of future ventures, new or sustained pain points and upcoming events at the customer
• Work collaboratively with the other Strategic Customer Success Analysts and full Customer Success team to share best practices and continue to improve the Service Department as a whole.
• Assist in the regular system capability review with internal IT members to find optimal solutions to servicing the customer.
• Create and maintain up-to-date SOP (standard operating procedures) outlining customer specific expectations, exceptions and processes necessary to service the customer at an elite level
• It is an essential function of the job as part of the initial conditions of employment that the individual will not be a direct threat to him/herself, others or to property. This is defined as a significant risk of substantial harm.

• Poses no direct threat to the health or safety of himself/herself, of others, or to property. Defined as a significant risk of substantial harm that cannot be eliminated or reduced to an acceptable level by reasonable accommodation.
• Requires regular attendance to perform essential element as contained herein between the assigned Performs such individual assignments as management may direct.
• Establishes and maintains effective work relationships within the department, the Corporation and the community; and maintains the professional competence, knowledge and skill necessary for the satisfactory performance of all assigned responsibilities.
• Other duties as assigned

Education and Experience:
Education
Bachelor’s Degree or equivalent work experience

Experience/Knowledge
• Minimum of 3 years’ experience servicing highly visible, high volume retail customer account/s.
• Impeccable attention to detail and accuracy.
• Exceptional verbal and written communications skills.
• Excitement for working in a fluid environment focused on constant discovery and improvement
• Demonstrated ability to perform under high levels of stress for peak seasons.
• Passion for thrilling the customer and providing best in class service.
• Displays confidence and comfort i