IFCO USA / Customer Health

Customer Success Manager

Customer Success Manager - Operations - Tampa, Florida, USA

Responsible for both day-to-day customer operations and asset management. Provides guidance, instruction, direction and leadership by acting as the subject matter expert in customer service, auditing, and account reconciliation. Establish and refine standardized procedures and is responsible for the execution and continuous improvement of customer health initiatives, including the processes and technology required to deliver superior customer service required to facilitate business growth.

Lead, coach and develop analysts to enhance performance by setting clear accountable performance measures. She/he will listen, motivate and track team results and through the process detect ineffective practices and make recommendations to leadership. She/he will focus heavily on improving customer centricity and collaborate cross functionally to achieve business goals.

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Key Accountabilities

Customer Service Excellence

  • Manage a team responsible for developing key customer relationships by gaining a comprehensive understanding of their supply chain, business needs and industry trends
  • Set standards and guidelines for all interactions with customers in order to better anticipate and manage orders, evaluate customer packing needs, and identify opportunities to improve service and asset turns
  • Collaborate with sourcing, transportation, finance, warehousing operations, sales, and service centers to resolve issues regarding quality, complaints, returns, billing and overall service and implement processes for continual improvement
  • Implement the optimal on-boarding process encompassing all customer touchpoints such as ordering, reporting, audit, label compliance, billing and returns.
  • Apply new tools and technologies to better serve the customer

Customer Audit & Reconciliation

  • Develop the annual audit plan considering contractual requirements and pool coverage
  • Manage all audit scheduling and handle escalated issues as needed
  • Manage execution of annual audits, inventory reconciliations, analysis of audit outcomes, post audit reviews, adjustments, and corrective actions needed
  • Collaborate with Sales to establish business cases to support strategic decisions associated with lost equipment billing and/or write-offs.
  • Design customer health scorecards and proactively monitor customer reporting using metrics such as days on hand and flow through ratio to ensure issues are remedied
  • Collaborate during customer reviews to correct, sustain and improve inventory performance

Measures

  • Lag Adjusted Flow Through Ratio
  • Asset turns / days on hand
  • Trip volume
  • Timely and accurate customer reporting and compliance
  • Audit and account reconciliation
  • Pool adjustments
  • Customer Inventory levels, errors, returns and complaints.
  • Customer, Sales and peer feedback

Scope

Annual Revenue Budget: N/A

Countries: 3 (US, Canada, Mexico)

Number of Staff (direct): 7

Authority / Decision Making

  • Customer billing
  • Write-offs per authority matrix
  • Customer balance adjustments
  • Third party auditing
  • Hiring/firing

Key contacts

Internal

Sales, Contracts, Transportation, Finance, Asset Recovery, Service Centers

External

Customers, Third Party Auditors

Challenges

  • Dealing with shifts in priorities based on immediate business requirements
  • Time management
  • Customer cooperation and compliance
  • Competing internal business needs

Qualifications

  • Bachelor’s degree required
  • Graduate degree preferred
  • Demonstrated proficiency with a variety of computer software applications including Microsoft Applications including intermediate Excel skills with the ability to learn new technology

Experience

  • Minimum 5 years of supply chain, customer service, finance and/or asset management experience required
  • Minimum 3 years direct supervisory experience including performance management, coaching, leading through change
  • Experience creating an environment to motivate and build team morale
  • Ability to work in a dynamic environment with changing priorities, demonstrated ability to anticipate next steps, take initiative, exercise discretion and apply sound judgment.
  • Demonstrated professionalism and high-quality customer service work ethic in order to liaison with business leaders, board members, and extensive external connections.
  • Proven ability to identify areas of opportunity to improve overall business processes.

Skills and Knowledge

  • Demonstrated leadership among a group of peers
  • Strong motivational and empowerment skills
  • Strong relationship management skills; able to form strong working relationships with diverse groups of people
  • Customer service orientation
  • Methodical, process oriented, and solutions-oriented problem-solving
  • Team orientation and desire / ability to partner and collaborate cross functionally
  • Excellent listening and follow-up skills
  • Strong written and verbal communication skills
  • Travel up to 25% annually

Languages

Required: English

Desirable: Spanish