Customer Success Coordinator

Customer Service- Account Coordinator -Salisbury MD Celebrating 100 years in 2024, Plymouth Tube Company is a 5th-generation family-owned Manufacturer of Structural Steel Tubing & Engineered Shapes/Metal Extrusions to a wide variety of OEM Customers in Aerospace, Space, Power Generation, and Heavy Equipment. Highly stable.

About the job:

NOT a Call Center role It's a role responsible for providing excellent customer experience to both external and internal customers . You'll gain in-depth knowledge of the company products and programs while establishing a working relationship through timely and accurate day-to-day order fulfillment, i nvolvement with pricing administration and other customer duties.

WHAT YOU'LL BE DOING

This position requires being on location. Initiates, processes, expedites, and revises customized customer orders as needed. Provides timely and accurate information to incoming customer order status and product knowledge requests and identifies customer requirements & specifications for the Quote. Adding new customers to Axiom/Epicor Manages turnkey programs with outside processors ensuring timely delivery to key customers. Communicates with key customers on a weekly basis on issues such as order status, making timeline revisions as well as changes & modifications to orders and communicating information to managers. Identifies customer requirements and accurately responds to customer inquiries. Maintains order schedule for mill visibility to ensure on time delivery. Evaluates customer complaints, initiates process by entering information into CSR database, investigates & determines findings, resolves customer issue and / or delegates to appropriate department manager to resolve. Acts as a customer advocate inside Plymouth Tube with Operations, Suppy Chain, Quality etc Collaborates closely with sales, operations, finance, and other departments. Adheres to established mill parameters. Proactive in customer interactions. Informs sales of new quotes, invoicing, credit, customer issues, etc. Support marketing, sales and manufacturing departments with additional projects and administrative duties as needed.

WHAT YOU'LL NEED TO SUCCEED

Bachelor's Degree or Associates Degree preferred OR, High School graduate with 3+ years customer experience in a Manufacturing-Business to business environment. It isn't a call center. Stable work experience in Manufacturing or other B2B Industry in customer success, account coordination , customer project coordination or sales support Demonstrates ability to solving customer problems independently when needed Proven ability to multi-task and prioritize. Strong analytical skills. Must be self-motivated, have a high sense of urgency, be able to problem solve complex situations, be resourceful. Must be computer literate and proficient with MS Office. Excellent oral and written communication skills are required.

WHAT WE OFFER YOU

Comprehensive Benefits effective 30 days from date of hire. Medical, Dental and Vision, HSA, FSA 401k Matching, Life Insurance, STD/LTD 100% covered tuition reimbursement Wellness Program / Lifestyle Rewards / Employee Assistance Program (EAP)

Paid Time Off & Holidays Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Pay:

$52,000.00 - $63,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Professional development assistance Vision insurance Application Question(s): Direct experience eina Business to Business environment in either- Sales Support, Customer Success, Accounts Specialist or Customer Experience ?

Work Location:

In person