Customer Success Manager Job at Hitachi Energy USA Inc
Description
Hitachi energy is seeking an Customer Success Manager for its Bland, VA location. This role is responsible to is to lead and manage the post order management team dedicated to successfully fulfilling orders and executing contracts for Hitachi Energy’s client base. The customer base typically requires dry-type transformers manufactured out of the Bland, VA location and falls into three major market segments: Utilities, Original Equipment Manufacturers and Commercial & Industrial. The Customer Success team leads efforts in the sales order management process from the time the purchase order is accepted through shipment, into the warranty and after-market services phases of the sales cycle. The team is tasked with managing the overall responsibilities associated with processing the order and managing shipping schedules through daily standard work and some basic project management functions. The Customer Success Manager is expected to provide internal and external communications clearly and effectively with the overall goal to increase customer satisfaction levels and ultimately the overall NPS score. The Customer Success Team is the voice of the customer within the facility and is part of the North American Hub’s Marketing & Sales organization. The leader’s goals and initiatives are driven by impacting new business by offering a world class customer experience. The position reports to the NAM, Hub Manager for Customer Success within the NAM Marketing & Sales Organization for Hitachi Energy’s Distribution Transformers business.
Your responsibilities
-
Guide the team’s efforts in the order entry process working towards an improved “clean order” initiative from Customer Success into manufacturing and strive towards an overall reduction of order entry throughput time.
-
Promote collaboration with engineering to improve the drawing management process to meet customers’ expectations by providing a complete drawing package with an emphasis on quality and on time submittal.
-
Champion the change order management process and coach the Customer Success Team to develop positive internal relationships with Operations, Quality, Supply Chain, Engineering and Production Planning to manage post order changes.
-
Support the manufacturing facility’s efforts to maximize revenue on a monthly, quarterly and yearly basis by driving down units on shipping hold.
-
In conjunction with financial compliance guidelines, lead efforts to drive down disputed invoices, outstanding collections and customers in bad credit standing. Manage return authorizations and customer concession requests.
-
Embrace and implement lean manufacturing methods to drive continuous improvement within Customer Success.
-
Effectively communicate customer’s shipping schedules and resolve potential delays.
-
Organize ongoing training sessions, onboard new team members through new headcount requirements or to backfill open positions and continually evaluate capacity constraints to align the team properly to provide the best customer service levels possible and promote a positive work-life balance for the team.
-
Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.
Your background
-
Minimum 10 years of equivalent experience and/or a degree in the areas of Engineering or Business fields of study.
-
Candidates must already have a work authorization that would permit them to work for Hitachi Energy in the USA without requiring sponsorship in the future.
-
Prior experience managing a team.
-
Experience with Microsoft Office and SAP.
-
Knowledge of general accounting principles.
-
Strong organizational skills and a basic understanding of project management elements are preferred.
-
Working history with manufacturing for engineered products is a positive.
-
Aptitude for basic technical specifications and strong problem-solving skills.
-
Customer relations experience in the critical power industry inclusive of distribution and power segments is beneficial.
-
Ability to promote strong internal relationships with the other disciplines within the business including Engineering, Production Planning, Supply Chain Management, Quality, Operations, Finance and our front-end sales organization.
-
Possess the ability to encourage collaboration across multiple functions and develop the overall talent of the team to drive a positive culture and working environment.
Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities
Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by calling a Hitachi Energy HR Representative at 1-888-504-2007 or by sending an email to: [email protected] Resumes and applications will not be accepted in this manner.
Please Note :
blog.nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blog.nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.