Customer Success specialist

Roemheld North America - Fenton, MO

Full-time - Entry Level

Fenton, MO

About the position

The Customer Success Specialist at ROEMHELD North America plays a crucial role in enhancing customer relationships and ensuring satisfaction. This position involves direct communication with customers regarding their inquiries, quotes, and after-sale questions, acting as a liaison between the customers and internal teams. The specialist is responsible for identifying customer needs, managing requests, and providing timely responses to exceed customer expectations, while also supporting the sales team and managing engineering documentation.

Responsibilities

• Provide premier customer service to both external and internal customers.
• Communicate in an empathetic, courteous, and respectful manner.
• Manage customer requests for information across multiple channels.
• Ensure timely response to customer requests by owning or delegating resolutions.
• Manage incoming customer requests for quotes (RFQs) and provide lead time and pricing information.
• Log all completed quote requests and ensure timely follow-ups.
• Set up new part numbers in the company ERP system.
• Manage customer Return Authorization (RA) transactions.
• Support Regional Sales Manager requests for information and order statuses.
• Work with product managers to develop product pricing updates.
• Generate sales data reports and analyze RFQ volumes and conversion rates.
• Identify improvement opportunities and manage implementation of process improvements.

Requirements

• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Proficient in Microsoft Office Suite and computer skills.
• Detail-oriented and extremely accurate.
• Ability to multitask and solve problems proactively.
• Proficient understanding of mathematics.
• Minimum 2 years of experience in a Customer Service or related role, preferably in manufacturing or industrial industry.

Nice-to-haves

• Associate or bachelor's degree preferred.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid holidays
• Vision insurance