Customer Success Coordinator

Summary:

The Customer Success Services Coordinator plays a crucial role in supporting our purpose of being our customers’ competitive advantage by coordinating service contracts for Van Meter, Inc. (VM), including but not limited to customer parts management, field labor engagements, software purchase and support, and training. This position successfully works with our customers, sales functions, purchasing agents, and suppliers to facilitate the repair process from beginning to end, field labor engagements from inquiry to execution, and service offerings from Proposal through the life of the contract/engagement including renewal. Some of the primary responsibilities for this role are proposal and quote creation, facilitation of contract purchase, educating the customer on the use of contract entitlements, and renewal of the contract. This includes quoting, receiving a PO to process, and communicating with the customer regarding parts shipping, field labor resources being onsite, and/or contract creation. This role facilitates the services process and serves customers while exercising good judgment with relative autonomy, and by providing a consistent and reliable level of support in response to dynamic situations and needs. This individual is seen as a champion for the company and sets an example by promoting our culture, our 5 P’s and our purpose to be our customer’s competitive advantage.

Key Responsibilities & Essential Functions:

• Provide excellent customer service and support to internal and external customers by providing solutions and information on products or services
• Assist with Rockwell Automation with support regarding Step Forwards and Special Pricing Agreement requests entered in SAP
• Receive request to initiate various Automation Services proposals (i.e. Software Subscriptions, TechConnect, Toolkit, Inventory+, callout requests)
• Ensure the opportunity team has provided all details to process proposal and quote requests accurately from proposal or quote creation through fulfillment
• Manage renewals of various Services contracts ensuring customer needs are fully met
• Assist customers with managing spare parts either transactionally or contractually
• Assist customers with obtaining support and renewal of software or the purchase of new software
• Generate and provide reports, feedback, and insight regarding the status of the services business
• Schedule and coordinate requests for a service engineer through external vendors or internally for situations requiring onsite support
• Back up support to other services coordinators as needed
• Build and maintain customer relationships
• Collaborate with Van Meter, Rockwell Automation, and other vendors including Specialists, Account Managers, Contract Services, Technical Support, Automation Support, Customer Care and others as required to fulfill and support customer requests and contracts
• Proficiently work within various business systems

Critical Success Factors:

• Excellent internal and external customer service
• Strong organizational skills with the ability to analyze workload and establish priorities with time sensitive deadlines
• Ability to identify and analyze issues and follow up to resolve discrepancies
• Self-motivated and energetic
• Proficient in using Microsoft Word, Outlook, Excel, and Eclipse
• Excellent written and oral communication skills
• Previous customer service experience
• Strong team orientation yet able to work independently
• Willingness to learn, grow, and adapt to change
• Ability to work collaboratively with all departments
• Willingness to be proactive and follow through with open tasks
• Strong troubleshooting and problem-solving skills
• Willingness to give and receive constructive feedback
• Ability to stay on task and work efficiently
• Ability to make sound decisions with minimal guidance
• Ability to maintain a positive attitude and solid work ethic
• Excellent interpersonal skills
• Drive for continuous improvement
• Strong attention to detail
• Dependable
• Expertise with Van Meter and Rockwell Automation offerings and technologies

Job Requirements/Specifications:

• Minimum two-year degree or equivalent experience required
• Excellent negotiation skills required
• Microsoft Excel skills required
• Knowledge of Eclipse preferred
• Knowledge of SAP preferred
• Excellent communication and interpersonal skills via phone, email and in person are required
• Industry experience a plus

Work Environment & Physical Demands:

• Consistently works indoors and in the office
• Frequently sitting, working with hands & fingers, talking, hearing, and works with others
• Sometimes standing, walking, works alone, and customer contact
• Occasionally lifting, carrying, pushing, bending at the waist, twisting upper body, kneeling, crouching, reaching, driving, non-standard work shift, and extended day

The above statements are intended to describe the general nature and level of work being performed by an incumbent. They are not intended to be an exhaustive list of activities, duties or responsibilities. Incumbent may be asked to perform other duties as required.

Van Meter is an EOE/M/W/Vets/Disability Employer

Several factors are considered in making compensation decisions at Van Meter; including but not limited to education, skill sets, work experience and training, and other business and organizational needs. Please note that compensation may be below the lower end of the range when the minimum requirements of the role are not met and the higher end is reserved for candidates with extensive experience and qualifications that exceed the requirements of the role.

Van Meter offers a comprehensive benefits package, including medical, dental, and vision insurance, pet insurance, company paid life and disability insurance, paid time off including holidays, 401(k) with company match and an Employee Stock Ownership Plan.