Customer Project Manager

Job Description

Job Description

Job Summary

The Customer Success Representative plays a vital role in managing the end-to-end customer experience across all Yebo locations. This position is responsible for ensuring project and order execution excellence by serving as the primary liaison between Customers, Sales, Manufacturing, and key internal stakeholders. The role focuses on delivering timely and accurate order processing, driving operational standardization, and promoting continuous improvement to meet customer expectations. Through proactive communication, effective use of systems, and a deep understanding of internal processes, the Customer Success Representative ensures smooth coordination across departments and supports Yebo’s goals for quality, efficiency, and service excellence.

Essential Functions, Duties, and Responsibilities

·       Lead and Manage Projects: Manage projects from beginning to end through the various steps required to complete the project.  Determine requirements and meticulously work through each step of the process.

·       Order Management Processes: Ensure accurate, timely processing of orders by coordinating with production, checking inventory and pricing, and verifying lead times to meet customer expectations.

·       Act as a Key Liaison Between Departments: Utilize knowledge to navigate the project requirements through the organization.

·       Drive Standardization and Best Practices: Understands the origin and reasoning behind key policies and procedures.  Follow the procedures to ensure we keep projects on track.

·       Effective Use of Systems and Tools: Promote full utilization of electronic systems and departmental procedures for tracking, communication, order management, and customer support.

·       Problem Solving and Decision Making: Uses logic and methods to solve problems.  Presents solutions to managers versus problems.

·       Continuous Improvement: Identify and drive initiatives that enhance speed, accuracy, and responsiveness in meeting customer needs.

·       Planning and Scheduling Accuracy: Ensure the accuracy of the production schedule by ensuring complete information, substrates are on hand, job approvals, and work request updates to align with production planning and customer deadlines.

·       Monitor and Manage Quality and Complaints: Ensure timely and proper handling of returns, QARs, credit memos, and complaints, and foster communication to prevent recurring issues.

·       Support Sales and Operational Goals: Partner with Sales and Operations to assist in meeting and achieving the customer expectations.

Required Knowledge, Skills, and Abilities:

• Strong Customer Focus and Empathy: Demonstrates a genuine desire to understand and meet customer needs with care and urgency.
• Excellent Communication Skills: Strong verbal and written communication abilities for clear, professional, and collaborative interactions.
• Organizational and Time Management Skills: Ability to prioritize, manage multiple complex tasks, and meet deadlines consistently.
• Sound Decision-Making and Problem-Solving Abilities: Applies logic and good judgment to resolve issues efficiently and independently.
• Critical Thinking and Analytical Skills: Uses data and insight to evaluate challenges, identify trends, and drive solutions.
• Emotional Resilience: Maintains composure and professionalism under pressure and in fast-paced environments.
• Process-Oriented Mindset: Quickly learns and adheres to internal systems, procedures, and workflows.
• Attention to Detail: Ensures accuracy and thoroughness in all aspects of order processing, communication, and documentation.
• Adaptability and Flexibility: Thrives in dynamic environments and adjusts effectively to change, ambiguity, and shifting priorities.