Customer Success Manager

 

Do you lay awake thinking of creative ways that you and your team can meet and exceed the expectations of your customers and provide a world class customer experience? Do you come from the door, hardware, architectural, construction, building materials or a related industry and understand how to leverage your experience and knowledge to help grow and expand the business? Are you looking for a position that will afford you the opportunity to be in an environment where you have a voice and can truly see the impact of your efforts?

 

If you answered yes to these questions, we should talk!

 

The ASSA ABLOY Door Group is looking to add a Customer Success Manager who will have a regional influence at our Coastal Southeast Service Center or regional manufacturing facility located in Orlando, Florida.

 

This is an on-site role that will report directly to the Regional Head of Hollow Metal (Regional Operations Manager), with a dotted line to the Service Center Manager (Operations Manager).   

 

Come see who we are at: https://www.assaabloy.com/group/en/about-us

 

Our team is growing and there has never been a more exciting time to join us!

 

What would you do as our Customer Success Manager?

You would play an integral role in ensuring the success and satisfaction of our valued customers. You will be responsible for the front-end activities such as building and maintaining strong relationships with customers, understanding their needs and goals, and working collaboratively across internal and external teams to deliver solutions that exceed client expectations. This is an exciting opportunity for a proactive and customer-centric individual who enjoys customer facing to make a significant impact in three distinct areas: Customer Service/Order Management, Estimating/Project Services, and Team Management.

 

Customer Service/Order Management:

• Manage the flow of the Service Center’s front-end processing of orders
• Monitor and respond to customer inquiries, elevated issues, or concerns.
• Maximize the use of the Service Center’s stock welding program.
• Direct orders to the proper manufacturing locations based on profitability and customer satisfaction.
• Audit customer orders for accuracy and/or production delays.
• Work with Operations Manager to control production scheduling and backlogs.

 

Estimating/Project Services:

• Ensure the timely processing of customer quotes, ensuring accuracy and pricing.
• Drive Quote follow up process, evaluate hit rate and customer metrics.

• Project Take Off’s
• Field Verifications
• Turnkey package specifications

 

 Team Management:

• Nurture and develop team members creating an environment of continuous improvement.
• Help to develop and maintain SOPs.

• Perform other duties and special projects as required.

• Actively participate in providing a safe and harmonious working environment for all employees.
• Comply and enforce compliance of all state and federal regulations, Company standards and the ASSA ABLOY Code of Conduct.

 

What we are looking for:

• Bachelor’s degree or related experience/skills.
• Minimum of 7 years of experience managing and accomplishing goals through your team.
• Previous experience in the door, hardware, architectural, construction, building products or a related industry is highly desired. Previous experience within customer management in a manufacturing / production environment would be a plus.
• Proven track record of delivering an outstanding customer experience through a combination of frequent engagement, subject-matter-expertise, and operational excellence.
• Demonstrated track record of being a self-starter or being resourceful.