Customer Success Representative

General information:

Hitachi energy is seeking an Customer Success Representative for its Alamo, TN location. This role is responsible to is to manage the post order management efforts for Hitachi Energy's client base. The customer base typically requires electrical components, both power and distribution, manufactured out of the Alamo, TN location and falls into three major market segments: Utilities, Original Equipment Manufacturers and Commercial & Industrial. The Customer Success Representative will organize and lead the efforts surrounding the sales order management and fulfillment process from the time the purchase order is accepted through shipment, into the warranty and after-market services phases of the sales cycle. The Customer Success Representative 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 Representative 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 Representative is the voice of the customer within the facility and is part of the North American Hub's Marketing & Sales organization. The Customer Success Representative's goals and initiatives are driven by impacting new business by offering a world class customer experience. The position reports to the Customer Success Manager at the Alamo facility and under the NAM Marketing & Sales Organization for Hitachi Energy's Transformers business.

Responsibilities:

Process new orders and drive "clean order" initiative from Customer Success into manufacturing and strive towards an overall reduction of order entry throughput time. Promote collaboration with engineering to meet customers' expectations by providing a complete drawing package with an emphasis on quality and on time submittal. Process change orders and 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. Attend the revenue meeting and manage customers' orders to reduce units built in manufacturing that are unable to ship for reasons Marketing & Sales can influence, such as obtaining ship to addresses, points of contact or working with finance to release credit holds. Manage return authorizations, customer concessions, milestone billing and overdue invoices. Embrace and implement lean manufacturing methodologies to drive continuous improvement within Customer Success. Review processes and procedures as part of standard work. Conduct Root Cause Countermeasures, Rapid Problem Solving events and develop lessons learned. Effectively communicate customer's shipping schedules and resolve potential delays. Monitor potential roadblocks preventing on-time shipments. Actively participate and attend daily meetings. Appropriately escalate issues for resolution where applicable. 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:

Business Degree or related field preferred but not required. Minimum 2 years of experience; alternatively, a special combination of education and experience and/or demonstrated accomplishments. 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. Position is required to be onsite in Alamo, TN. Experience with Microsoft Office and SAP beneficial. Knowledge of general accounting principles. Strong organizational skills and a basic understanding of project management elements are preferred. Aptitude for basic technical specifications and strong problem-solving skills.