Customer Success Specialist

Job Description

Job Description

Description:

The Customer Success Specialist at Reader Precision Solutions is responsible for managing high-level client relationships, ensuring seamless order processing, and supporting account growth through proactive engagement and strategic planning. This role serves as a key liaison between clients and internal teams, addressing complex inquiries, monitoring order progress, and contributing to process improvements. 

Additionally, the Customer Success Specialist mentors Customer Support Specialist team members and plays an integral role in forecasting and planning efforts, helping to drive client satisfaction and organizational success in a high-tech, precision-focused environment.

  Work Schedule: This is a full-time, benefits eligible position requiring approximately 40 hours per week. Core work schedule is Monday – Friday from 7:00am - 3:30pm. Individual must be flexible to work overtime as needed.

Pay Rate: $25-$28

Essential Duties & Responsibilities include but are not limited to:  

• Client Engagement:
  • Manage high-level client interactions, including processing purchase orders (P.O.s), coordinating re-quotes for existing work, and building strong client relationships to support account growth.
  • Proactively engage with clients to check the status of orders, provide updates, and resolve inquiries with professionalism and efficiency.
• Order Management and Forecasting:
  • Monitor the progress of client orders and shipments, ensuring alignment with client expectations and providing timely updates.
  • Support proactive account planning by analyzing client needs and coordinating forecasting efforts for upcoming orders.
  • Oversee the creation and maintenance of new and existing part numbers, ensuring accuracy and consistency across all records.
• Mentorship and Team Development:
  • Mentor Customer Support Specialist team members, assisting them in resolving complex issues related to production and client interactions.
  • Contribute to the training and onboarding of new team members, sharing best practices and insights to enhance team performance.
• Process Improvement:
  • Analyze client feedback and internal workflows to identify opportunities for process enhancements.
  • Collaborate with cross-functional teams to implement solutions that improve efficiency and client satisfaction.
• Collaboration and Communication:
  • Provide regular updates on forecast and demand shifts to sales and production teams, contributing to strategic planning and resource allocation.
  • Participate in regular training to deepen knowledge of Reader Precision Solutions’ products, services, and systems, ensuring a high level of expertise in client communication.
• Other Responsibilities:
  • Fulfill all duties and responsibilities required of the Customer Support Specialist position, ensuring a strong understanding of foundational client support tasks. 
  • Handle all other duties as assigned, demonstrating flexibility and a proactive approach to team support and client needs.

Requirements:

• 3+ years of experience in a client-facing or customer service role, preferably in manufacturing or a related industry.
• Proficiency with ERP systems and advanced knowledge of Microsoft Office Suite (Excel, Word, Outlook).
• Strong analytical skills for forecasting, problem-solving, and process improvement initiatives.
• Exceptional communication and relationship-building abilities, with a focus on collaboration and proactive client engagement.
• Demonstrated ability to mentor and support team members, fostering a positive and productive work environment.
• Highly organized with the ability to manage multiple tasks and priorities in a fast-paced environment.
• A solutions-oriented mindset with a commitment to continuous improvement and client satisfaction.

Opportunities for Growth:

The Customer Success Specialist position is a mid-level role that offers a clear pathway to advancement within the Client Relations team, including other Customer Success and leadership opportunities. By excelling in managing complex client relationships and process improvement with team members, this position is instrumental in delivering exceptional client experiences while contributing to the growth of both our clients and Reader Precision Solutions.

  Benefits & perks of joining the Reader Precision Solutions team include:  RPS team members enjoy a challenging and fast-paced work environment in a high-tech manufacturing facility named the 35th and 37th Annual Wisconsin Manufacturer of the Year . Our work environment is extremely clean, well lit, organized (5S), and climate-controlled. In addition, our team thrives in a supportive culture that provides engaged leadership, ongoing recognition for performance results, and a great benefits package.

• Climate Controlled Facility
• Competitive wages (paid weekly on Thursday's) 
• 8% of base pay shift differential (2nd and 3rd shift)
• Benefits begin the month following 30 days of employment: health insurance with points based, holistic wellness program, dental, life, & disability insurance
• Partnership with a near site local clinic for FREE health services including primary & preventative care, walk in visits, labs, prescriptions, etc. 
• FREE vision insurance!
• 401(k) retirement savings plan with up to 4.5% company match (immediately vested!)
• Vacation accrual starts upon hire - accrue up to 2.5 weeks in first year!
• 9 paid holidays with up to two discretionary holidays
• Education assistance up to $5,250 annually (after 12 months of service)
• Professional development opportunities – internal and external (cross-departmental training, PMPA conferences, IMTS-Chicago, local technical colleges/universities, and more…)
• Career advancement – ongoing training and mentoring with opportunity to grow your skills 
• Performance bonus – potential to receive a discretionary year-end bonus based on individual and group performance
• Company paid Short-Term Disability policy
• Company events – team lunches, summer picnic event, holiday party
• Company zoo pass to Milwaukee County Zoo
• Voluntary pet insurance
• Holistic wellness program – earn up to $700 in incentives through points accumulation for accomplishing a variety of wellness activities. Also offered by the Company are employer paid onsite flu shots, biometric screenings, free health coaching and MUCH more! 
• Employer paid life insurance – $50,000 policy with options for voluntary life up to $400,000 benefit maximum
• Financial planning resources and onsite financial wellness workshops
• Employer subsidized work shoes & safety glasses program
• Reader Precision Solutions branded attire – $100 annual allowance
• Employee Referral bonus – $1,000
• Satisfying work…leaving work at the end of the day knowing that the GREAT work you do is meaningful and appreciated by the Company, our clients, and end users who benefit from the high-quality components we manufacture for them!

Core Competencies – Reader Precision Solutions Four Pillars: Innovation, Empowerment, Integrity & Respect

• Innovation – we apply creative solutions to exceed expectations internally and externally. We deliver creative solutions by pursuing continuous improvement, challenging the limits of conventional thinking to drive positive change, and engaging our clients to achieve synergy. 
• Empowerment – we equip our employees to succeed. We nurture success by setting realistic goals and standards; with accountability and regular performance feedback, providing training opportunities for growth and learning and offering employees a safe and modern work environment. 
• Integrity – our reputation is everything. We preserve and enhance our reputation by operating with the highest ethical standards, focusing on client needs, and contributing positively to our community and environment. 
• Respect – we act with honor in all our interactions. In our interactions, we accept and value individual differences, work together with a positive attitude and promote open and honest communication in a team-based environment. 

Reader Precision Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.