Customer Success Manager

Company Overview
Come join a winning Team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry. Our strategic locations, modern systems, and dedicated employees allow us to provide custom tailored logistical solutions to fulfill the most challenging needs of our customers. Plastic Express operates from 18 warehouse locations and 37 rail terminals across the US. At many of the Plastic Express sites, we also handle some Non-plastic commodities, which include; paper rolls, steel, building materials and other dry bulk materials. Plastic Express owns and operates roughly 190 trucks, with approximately 227 trailers performing full bulk truck distribution business. Plastic Express is headquartered in City of Industry, CA and has over 500 employees nationwide. Our goal has always been to exceed our customer's expectations, and our can do-attitude is what differentiates us from the competition.

Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable & talented business professionals that will help us to grow and to continue our “Can Do” tradition.

Job Summary:
The Customer Success Manager will negotiate with critical vendors for the purchase of all materials, supplies, equipment and services used by Plastic Express. Must be able to continuously demonstrate strong communication skills and effective management discipline. Must foster trusting relationships with colleagues, vendors and clients. The Customer Success Manager will handle numerous projects and must ensure projects are delivered on time, meeting company requirements and goals. Must be able to lead or assist in the planning, implementation and introduction of projects and purchases. This role significantly impacts operational groups and departments.

The Customer Success Manager will work closely with and provide prompt feedback to the Executive Steering Group, Sales and Marketing, Accounting, Human Resources and Company Management.  During the course of business, the Customer Success Manager is not to share any confidential information with anyone other than their direct manager or Executives of Plastic Express.
 
Essential Functions/Duties:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience
• Establishes performance metrics for customer success representatives
• Establishes service levels and requirements for the department
• Develops and implements methods to record, assess, and analyze customer feedback
• Develops and implements training and quality assurance programs for new hires and experienced employees
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Acts as a liaison between the customer success department and other divisions in the company
• Drafts and implements the department’s budget
• Performs other related duties as assigned

• Performs the duties of a CSR and/or CSR Supervisor when required due to a shortage of CSRs (illness, termination, etc.)

• Bachelor's degree required
• 5 years of experience in a customer service related field (in the transportation industry preferred)
• Type 40wpm with 100% accuracy

• Prior Management experience highly preferred.
• Sales and Marketing experience preferred
• Experience in Personnel or Human Resources
• Knowledge of bulk commodities industry rates and terms a plus

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

• Proven interpersonal skills; relationship development and management
• Ability to work independently and as part of team
• Ability to recognize onsite risk factors and take appropriate action with firmness and tact
• Ability to effectively communicate intentions and be an active listener
• Ability to monitor/assess performance of yourself and those you supervise
• Ability to think critically - use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Instructing/Coaching - teaching others how to do something
• Ability to multitask, prioritize and work under stress
• Ability to manage one's own time and the time of others
• Possess a high level of proficiency in Word, Excel, Outlook and database management
• Willingness to be cross-trained in other departments

Additional Job Details:
Supervisory Responsibility: 
•    Recruits, interviews, hires, and trains departmental supervisory staff
•    Oversees the daily workflow of the department
•    Provides constructive and timely performance evaluations
•    Handles discipline and termination of employees in accordance with company policy

Work Environment: 
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers/scanners. May be required to also conduct warehouse walk-throughs to validate inventory of material.

Position Type/Expected Hours of Work: 
This is a full-time, exempt position. Days and hours of work are normally 7:30 am – 3:30 pm.  Hours can be adjusted as needed to meet the needs of the customers.

Travel: 
Managers’ meetings or other off-sites should be only travel expected.

Duties and responsibilities may be added, deleted and/or changed at any time at the discretion of management.

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

In line with Plastic Express’ Environmental Promise, the hired individual is expected to enthusiastically support all facets of Operation Clean Sweep; specifically, making a conscious effort to prevent pellet, flake and powder loss into the environment and ensure any spills are swiftly and effectively cleaned up.

Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable & talented business professionals that will help us to grow and to continue our Can-Do tradition.

If you have an interest in working at Plastic Express, please forward your resume including a brief work history.