Homeoffice Customer Success Manager bei Gorbel

Gorbel’s mission is simple: We improve people’s lives. 

That mission guides everything we do, from the products and service we provide to our outside customers to the work environment we foster for our employees. We are a manufacturer of material handling and fall protection products for the production and warehouse/distribution sectors. We’re on the cutting edge of manufacturing and distribution; a thriving, growing company that is constantly seeking out new ways to innovate and elevate our products and our processes – and we’re looking for people like you to join us in that mission. 

We’re currently hiring for open positions in the US and Canada. We operate in Canada as Engineered Lifting Systems and Equipment (ELS)/DBA Gorbel® Canada, and subsequent communication related to Canadian positions may show the ELS name. You may be contacted by phone by recruitment personnel based in either Canada or New York. 

Work Shift:

Job Description:

The Customer Success Manager (CSM) ensures that strategic customers are successful using ELS Warehouse Solutions (WHS) products (Destuff-IT, Restuff-IT, Cascading Belt Conveyors, etc.)  The CSM works with internal team members and external partners to train and onboard new customers, strengthen customer relations, and ensure that customers’ ongoing needs and expectations are met.

Responsibilities:

• Travel throughout North America to support and nurture business within a portfolio of Strategic/National accounts.
• Establish as a supplemental Point of Contact (POC) alongside the strategic account manager to customer, from the Strategic Account Manager – keep existing pipeline of business flowing and running smoothly, while looking for other selling opportunities for current and future ELS products & services.
• Provide technical and sales support to the end users – train and coach proper use & application (productivity & safety) of WHS products; become a subject matter expert.
• Conduct pre-deployment site assessments (measures and report to engineering) and post-deployment checks
• Guide customers with escalations to the right team member to resolve customer issues.
• Develop and maintain strong relationships (multiple levels, local/national) with strategic accounts
• Follow-up open sales opportunities (within repeat sale customers); work closely with the Sales Director, Strategic Account Managers, and other Technical Sales Reps, as members of the Sales team.
• Assist the Sales team in promoting and demonstrating ELS products, within Strategic Accounts
• Prepare and keep documentation current in proprietary system upon completion of customer visits
• Work closely with the ELS team in planning and executing within Strategic/National accounts -- develop and achieve mutual performance objectives, financial targets, and critical milestones.
• Work with project managers to meet customer deadlines.
• Stay up to date on product innovations, competitors’ products, pricing, warranties, and trends across many industries in supply chain, warehousing, and logistics.
• Suggest methods and programs to increase sales; Help identify high potential markets/applications, product improvement ideas, etc., and work with Sales team to develop strategies and needed sales collateral.
• Prepare call reports and expense reports, update customer files.
• Act as a liaison between the field and the home office.
• Communicate voice of customer feedback to the company.
• Partner with Project Managers and Engineering to document all necessary details from sites currently utilizing ELS equipment
• Track/analyze data to strategically plan field visits to support sites in anyway (GOATs, customer feedback, sales)
• Maintain trade association memberships to support continuous learning and professional development of skills to excel in the role.
• Establish and develop good contacts and relationships with pertinent customer personnel; satisfied customers who can then become references to promote products.
• Identify additional applications and opportunities to sell ELS products and services, within each Strategic/National account.
• Participate in trade shows and industry events to promote company and products to customers and prospects.

In addition to the responsibilities listed above, employees are also expected to complete other duties as required. All employees are expected to have familiarized themselves with the Health & Safety and Human Resources manuals, including their responsibilities as outlined in each.

Education/Experience:

• Degree or Diploma in Business, Marketing, Engineering, or related field preferred. Will consider a combination of relevant industry experience and a demonstrated commitment to ongoing professional development.
• Proficient with ERP systems (Syteline preferred) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, and MS Project).
• Industry experience in supply chain, material handling, warehouse, distribution and/or 3PL
• Demonstrated ability to learn technical aspect of products.

Working Conditions:

• Works remotely with flexibility for travel to off-site meetings
• Must have valid passport, and able to travel to customer or vendor locations in Canada, USA, and occasionally outside North America. (up to 50%)
• Must possess and maintain a valid driver's license; able to use personal vehicle.
• May be required to work some overtime hours to attend meetings or meet organizational needs
• May experience tight deadlines and stressful conditions at times
• Must be able to manage frequent interruptions and multiple tasks daily
• Sitting, working at desk/personal computer for extended periods

Core Competencies, Interpersonal & Intrapersonal Skills:

• Low-ego, high-empathy leader who is intrinsically wired to carry out the Gorbel® Mission of “Improving People’s Lives.”
• A positive attitude and willingness to learn and lead change, to suit organizational needs.
• A team player with a self-motivated drive.
• Acts ethically, with a strong moral compass and drives for results.
• Exceptional presentation and business correspondence writing skills.
• Operates with a high degree of business acumen and knows the Logistics/Warehousing/Distribution space.
• Excellent planning, time management and organizational abilities and able to effectively manage multiple priorities while meeting timelines A continuous improvement mindset that consistently seeks out areas for evaluation and development.
• Able to work effectively with others and lead and participate successfully as a part of a team.
• An analytical and strategic mindset that can evaluate complex situations and determine the best course of action.