Customer Success Representative

Position Summary:

The customer success representative is part of the Sales Development team at Mitutoyo America and is responsible to engage and survey customers to build, maintain, and enhance relationships, provide product knowledge, and uncover sales opportunities based on the customer’s additional needs. As well as contacting non-active customers to encourage them to return to an active status. Internal duties will include documenting customer interactions and managing customer accounts, along with resolving issues with the help of upper management as needed. Interact with the appropriate Mitutoyo employees or training experts to learn precise, expert knowledge of the product line-up, and provide feedback to management.

Reasonable Accommodations Statement:

A successful representative will be able to perform essential duties at a satisfactory level.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.

Essential Job Responsibilities:

1. Manages customer retention through incoming and outgoing calls, including surveys and new product launches.
2. Upsells and cross sells across product lines.
3. Ensures all accounts are actively purchasing Mitutoyo’s products and services.
4. Resolve inquiries accurately and efficiently to best represent the company and exceed customer expectations.
5. Documents all account interactions within Mitutoyo’s CRM and other internal systems.
6. Utilize “Key Performance Indicators” (KPI’s) such as Net Promoter Score, Customer Effort Score, Customer Satisfaction Score to maintain high performance levels.
7. Professionally communicates with all Mitutoyo employees to maintain accurate records of additional opportunities, along with answering Sales Reps and Technicians related questions.
8. Develop and improve (Kaizen) customer success processes.
9. Perform additional customer success departmental duties as they are developed and implemented.
10. Develops and evolves existing processes to improve the digital onboarding process with customers and general purchasing procedures.
11. Performs other related duties as assigned.

Knowledge & Skills:

1. Microsoft Office Suite
2. CRM tool (Oracle CRM, Salesforce, etc.)
3. Teamwork & Communication
4. Respectful workplace, i.e., Culture, views, and ideas
5. Data Management, i.e., data research

Competencies:

1. Customer Focused
2. Professional Communication Oral and Written
3. Computer knowledge, i.e., Microsoft Office and Internal systems
4. Innovative
5. Result Driven
6. Self-management of time and schedules

Supervisory Responsibilities:

There are no supervisory duties associated with this position.

Work Environment:

Office environment.

Physical Demands:

The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Position Type and Expected Hours of Work:

This is a full-time position. Monday – Friday 8:30 am 5:00 pm

Required Education and Experience:

High school diploma/General Education Diploma, Associates degree, or 5 years of relevant experience in fields such as: Customer Service, Sales, Human Resources, etc. in lieu of a degree.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Reports to:

Customer Success Department Manager

Equal Opportunity Employer

Mitutoyo America Corporation is an Equal Opportunity Employer.  It is our policy to judge employees on their individual merits, skills, abilities, performance, etc.  The Company offers equal opportunities to all qualified applicants and employees without regard to race, religion, color, age, sex, national origin, veteran status, marital status, sexual orientation or disability in accordance with applicable federal and state laws.  This policy applies to all areas of our employment relationship.