Customer Success Manager
Mollie
Customer Service Specialist
Franklin Electric
full-time
Posted on:
Origin: • 🇺🇸 United States • Wisconsin
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- The Customer Relations Specialist is the primary point of contact for our customers, responsible for fostering strong relationships, anticipating needs, and delivering world-class service. This role supports customer satisfaction and retention.
- Answer incoming calls and direct them to the appropriate department or address the issue as necessary
- Enter customer and internal orders with high accuracy
- Accurately process Return Material Authorization (RMA) requests in a timely manner
- Communicate and coordinate with our Credit and Collections department on any disputed invoices and resolve issues with customers in a timely manner
- Build relationships with customers by understanding business objectives and delivering consistent support
- Anticipate customer needs, identify opportunities or issues such as lost sales, develop recommendations
- Serve as a liaison for customer perspectives across marketing, product, professional services, and sales teams
- Organize workflow to meet customer deadlines, coordinating with scheduling and sales to establish processes according to customer requirements
- Provide regular communication with customers regarding updates, information, concerns, and feedback
- Communicate and coordinate with internal departments including Product Managers, Sales Team and Technical Services
- Complete forms, applications, and respond to customer requests
- Perform additional duties as required or assigned
- Adhere to Franklin Electric’s Core Values
Requirements
- 3+ years of experience in customer service, account management, or customer success
- Strong communication skills, verbal and written – with internal and external stakeholders
- High attention to detail, accuracy, and follow-through
- Proficiency in Microsoft Office; ERP or CRM system preferred
- Ability to manage multiple priorities and work independently in a fast-paced environment
- Highly self-motivated and proactive professional with a strong ability to work independently
- Maintains focus on achieving goals in dynamic environments
- Problem Solving
- Planning and Organizing
- Associates degree (preferred)
- 3+ years of relevant experience or training in customer service or a related field (required)
- Intermediate: 10-key
- Basic: Alphanumeric data entry; word processing/ typing
- Microsoft Office
