Customer Success Manager

Job Description

Job Description

Want to join an expanding company in one of the world’s fastest-growing industries? GENLED Brands is a global LED manufacturer with factories on three continents, producing architectural and signage lighting solutions sold in 66 countries. And we need a meticulous, proactive and resourceful full-time Customer Success Manager to join our team in East Rutherford, NJ. GENLED Brands is comprised of AgiLight, established in 2003, and Acolyte, which opened in 2009. GENLED Brands has invested heavily in new equipment and facilities. Now it's time for us to make a similar investment in people. Join a highly motivated, dedicated and friendly team with lots of advancement opportunities around the globe as we strive to provide our customers with a best-in-class experience.

Responsibilities:

• Join a dynamic team as a Customer Success Manager, fostering client relationships and ensuring satisfaction in the LED lighting industry.
• Develop and present comprehensive reports and findings for executive-level meetings and quarterly business reviews.
• Oversee daily customer service operations, ensuring seamless interactions across email, phone and online platforms.
• Handle escalated customer concerns and resolve issues with professionalism and efficiency
• Work closely with the sales team to assist customers and help drive conversations.
• Train and supervise customer service representatives, fostering a supportive and high-performing team.
• Collaborate with logistics and warehouse teams to ensure smooth order fulfillment and delivery processes.
• Utilize customer service software such as Great Plains and Asana.
• Manage a portfolio of clients, addressing inquiries and providing tailored solutions to enhance their experience and retention.
• Collaborate with internal teams to streamline processes and deliver exceptional service to clients.
• Contribute to a fast-paced, innovative environment, driving customer satisfaction and organizational growth.
• Address complex client challenges and provide strategic solutions.

Requirements:

• Associate’s degree in business or relevant discipline with a minimum of 2 years of Customer Service Management and Sales Operations experience.
• Proven track record (knowledge of LED signage or LED architectural lighting industry is a plus)
• Working knowledge of Microsoft Dynamics
• Self-motivated, able to independently manage various activities with minimal supervision.
• Customer-oriented mindset
• Excellent communication, listening and collaboration skills with a problem-solving mindset.
• This position is subject to background checks.

Benefits:

• Competitive compensation (based on experience)
• Comprehensive medical, dental and vision insurance
• Employer-paid life insurance
• 401(k) employer contribution
• Paid time off and holidays
• Dynamic work environment
• Opportunity for advancement
• Salary: 75k - 90k