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Summary of Position

The Customer Success Advisor is an integral part of our operations and a key member of the Supply Chain team. This position is responsible for creating a positive experience for all stakeholders by demonstrating our family values in every interaction. As the primary communicator with assigned customers and liaison to the Sales team, this role ensures customer satisfaction through proactive communication, problem-solving, and relationship management while balancing production efficiencies, lead times, inventory availability, and other operational factors.

In addition to supporting customer success, this role leverages data, analytics, and emerging technologies to identify trends, anticipate customer needs, improve operational performance, and drive continuous improvement. The Customer Success Advisor utilizes business insights, reporting tools, and AI-enabled technologies to support data-driven decision making, enhance the customer experience, and contribute to the overall success of the organization.

Essential Duties, Responsibilities, & Authority

• Gathers information. Observes, receives, and obtains information from all relevant departments or sources to deliver world-class customer service. Works with the leadership team on making decisions and responding to customers if necessary.
• Leverage AI-enabled tools and technologies to improve customer responsiveness, increase efficiency, and reduce manual administrative work.
• Identify opportunities for automation and process optimization within customer service and supply chain workflows.
• Support implementation and adoption of emerging AI technologies that enhance customer experience and operational effectiveness.
• Handles customer orders. Reviews and enters customer POs / change orders/ price confirmation. Creates customer shipping schedule, documents, and invoices. Follow all procedures.
• Communicates with stakeholders. Represents the organization to customers, and the public through effective communication with individuals outside of the organization. In addition, effectively works with internal team members. Brokers a positive experience for all stakeholders.
• Establishes and maintains interpersonal relationships. Develops constructive and cooperative working relationships with others and maintains them over time. Builds rapport with external partners.
• Serves as the customer’s concierge. Discuss goods and service information with customers and clients. Responds to customer problems and complaints in a complete and timely manner. Seeks necessary information to answer or solve customer questions in a timely and thoughtful manner.
• Continuous Improvement. Looks to continuously improve our processes to serve our customers more efficiently and effectively.
• Follows Sussex IM’s environmental policies to protect and minimize its impact on the environment.
• Maintains a safe 5S working environment to minimize the possibility of injury. Always acts in a safe manner and ensures that those around them do not put themselves or others at risk. Reports any unsafe conditions to a manager.
• Performs other related duties and assignments as assigned or required.

Required Education, Credentials, & Certifications

• A 4-year college degree, or equivalent experience, with emphasis on business administration.

Job Specification

• Minimum professional experience in a customer-facing role preferred, but not required
• Minimum experience in an ERP system, preferably IQMS but not required
• Minimum experience in MS Office systems, Power BI, Power Automate, SQL, Power Query or similar platforms preferred

Knowledge, Skills & Abilities

• Strong analytical and data interpretation skills
• Ability to identify patterns, trends, and root causes through data analysis
• Comfortable working with large datasets and multiple information sources
• Curiosity and willingness to leverage AI and emerging technologies to improve business processes
• Attention to detail with excellent organizational skills
• Pleasant with others on the job and display a good-natured, cooperative attitude
• Excellent relationship-building skills
• Respectfully collaborates with all levels of the organization
• Excellent communication skills
• Reliable, responsible, and fulfills obligations.
• Understanding and helpful to others on the job, sensitive to team dynamics
• Active listener
• Good writing skills and verbal communication skills
• Proactive and enthusiastic
• Critical thinking and problem-solving skills
• Demonstrates accuracy and thoroughness and monitors own work to ensure quality
• Self-starter with positive can-do attitude