Customer Solution Manager
 Ammega | |
 United States, Georgia, Buford | |
 Mar 21, 2025 | |
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Individual accountabilities *Quickly acquire robust knowledge of product, process, and customer service metrics. *Ensure timely communication to internal and external customers on order status, product lead-time. *Identify and drive opportunities to improve customer centricity and experience *Maintain a portfolio of accounts as primary contact *Act as back-up for team members as needed *Contribute to cross-funtional initiatives to ensure a strong customer service mindset imbedded in both people and processes *Inform sales team of any significant sales order or quote request *Take an active role in addressing back orders and/or recurring quality issues. Contact customer accordingly to provide best solutions and ensure customer satisfaction *Create tools, training materials, and resources for onboarding and continuous improvement *Provide and interpret relative reporting on KPIs, trends, project status. *Employee Development and succession planning Shared accountabilities *Ensure timely completion of assigned eLearning *Sales revenue targets *Quality and Safety Metrics *Participate in cross-functional meetings as voice of the customer. *Partner with Peers, Plant Manager, Production Management, Procurement, Product Management, Sales Leadership to ensure best possible outcomes for customers. Requirements: *Bachelor's degree preferred *8+ years of work experience in customer facing roles *5+ years work experience in a people management role (on site and remote) *Mechanical / Technical Aptitude *Intermediate to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint) *Experience working in distribution and / or manufacturing environments *Analytical, detail oriented Call Center experience is a plus. KPIs Salesforce Case Queue Closure Rate | |