Customer Success Manager

Company Description

Permatex is a leading manufacturer, distributor and marketer of premium chemical products to the automotive maintenance and repair, home and hardware markets. Product categories include gasket makers, sealants, hand cleaners, threadlockers, adhesives, cleaners, repair kits, and lubricants under well-recognized brand names such as Permatex®, the Right Stuff®, Fast Orange®, Spray Nine®, Versachem®, and Devcon® home.

We offer a competitive salary in exchange for your skills and experience! Check out more at https://myitwhr.com/ 

Job Description

The Customer Success Manager will lead the team of Order Management Specialists; supporting the success of Traditional, International and Intercompany sales channels. The Customer Success Manager will oversee the management and delivery of all customer orders and related activities including working with cross functional teams on delivering best-in-class customer service.

Managerial/Department Head - Roles and Responsibilities:

• Lead team of Order Management Specialists, managing daily order-entry and customer-related activities across the Traditional, International, and Intercompany sales channels.
• Establish and implement department standards and procedures.
• Recommends, implements, and creates new ‘sales success’ programs focused on retaining existing customer base.
• Coordinate with cross-functional departments (i.e., Supply Chain) to ensure timeliness of shipments and evaluate/establish new processes to better support ITW Engine Repairs key customers.
• Become main point of contact and manage daily communications/orders for key accounts across Traditional and International Channels.
• Establish and execute required guidelines for new customers including measuring success based on division and department goals.
• Liaison with Marketing’s Pricing Specialist to assist in management of customer pricing programs.
• Oversee new customer intake process including on-boarding and tracking customer success.
• Track, report, and promote sales promotional activities through order management outlets.

General Order Management - Roles and Responsibilities:

• Enter and process incoming orders via EDI, Web Portal, and/or E-Mail.
• Process customer credits and manage vendor transactions.
• Responsible for understanding and managing all aspects of sales transactions with customers from order entry to delivery.
• Cultivate a professional, positive working relationship with both customers and field sales.
• Communicate with customers as needed.
• Provide approved reports, ad-hoc information, or other support to Sales Team Members.
• Collaborates with Customers, Sales and/or Accounts Receivable to resolve price, product and order discrepancies.
• Contribute to Customer Operations best practices.
• Other related duties as assigned.

Qualifications

Education and Experience:

• Bachelor’s degree in business or related field preferred, high school diploma required.
• 5+ years of customer service or related experience.
• Prior experience and/or knowledge with Automotive Aftermarket and/or distribution-based selling is a plus.

Qualifications and Skills:

• Knowledge and/or experience with JDE highly desired, similar ERP (Enterprice Resource Planning) system is a plus.
• Proven record of succesfully managing a team in a fast-paced environment.
• Demonstrated ability to successfully manage a team in a fast-paced team environment.
• Ability to access and implement new processes and procedures to align with division sales goals and priorities.
• Excellent written and verbal communication skills.
• Time management, organizational, and prioritization skills.
• International Sales/Order Management experience is a plus.
• Experience working in a warehouse, manufacturing facility, or other supply chain function a plus
• Proficient computer skills - MS Office (PowerPoint, Excel, Word, Outlook, etc.

Additional Information

ITW is an Equal Opportunity Employer/Veterans/Disabled. EEO is the law. ITW invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request by emailing [email protected] . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Katie Craig at (440) 914-3166. No other calls will be accepted.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.