Overview:

Eberhard is a leader in the design and manufacturing of engineered access and security solutions.  Our mission is to relentlessly focus on our key markets to create valued solutions while delivering an exceptional business experience for our partners.  We drive operational excellence into our processes and capabilities while continuously creating growth for our employees, partners, and shareholders.  We drive growth by solving our customer’s design challenges through engineering, manufacturing, and adaptive technologies.  Eberhard operates from strategic locations in the USA, China, and Taiwan.  Eberhard is a division of The Eastern Company.  (Nasdaq Stock ticker: EML).

Role Description:

The Customer Success Manager (CSM) will have primary responsibility for internal commercial activities including order entry, order confirmation, technical assistance, forecasting analysis, RMA’s and successful customer resolutions.  Through continual and pervasive improvement of our customer service levels and organizational awareness, this individual will drive business improvement and competitive advantage with our level of service.  The CSM will be responsible for managing and providing inspired leadership to a team of professional customer service representatives.  It may also be necessary for the CSM to provide the assistance to our authorized distributors.  The CSM is expected to collaborate successfully with the business functions across all areas of the company.  The CSM will be highly attuned to our 80/20 philosophy, customer-centric in thought, move with a high sense of urgency and be incredibly proactive in exceeding our annual Key Performance Indicators (KPIs).   The Customer Success Manager understands and communicates the ELG mission, vision, strategy and goals.

Core Responsibilities:

1. The CSM is the voice of the company in their customer success role. The CSM must drive themselves and their team to have the commitment necessary to achieve a high level of success in their objectives.
2. Provide the leadership, technical oversight as well as general direction, scheduling, decision-making, and problem-solving capabilities for themselves, their teams and our customers. Including the proper application of 80/20, product line simplification and commercial minimums.
3. Interface with cross functional organizational teams and key stakeholders to ensure both the customer needs & regulatory requirements are met or exceeded.
4. Keep abreast and identify new market trends and opportunities to leverage new / emerging technologies or products to provide a higher level of service to drive deeper account penetration and overall revenue growth.
5. Inspire the team. The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invest time in developing them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service. You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success.
6. Work with the Director of Sales to develop and support the EBERHARD sales plan to support the ELG strategic planning process. Include the key input and customer success metrics to help define the expected double-digit growth.

Minimum Educational Qualifications:

1. A Bachelor’s Degree from a 4-year accredited College or University with a focus in Engineering, Accounting or another STEM subject.
2. Or the combined work experience to perform the duties at a high-level of success.

Minimum Experience, Skills and Qualifications:

1. Minimum 8 years of experience in customer service, sales, marketing, product management or operations.
2. Broad process/Technical knowledge, Plastics, Metal and Assembly methods/processes
3. Technical depth: understands the importance of utilizing fundamental engineering principles, critical thinking and deep product understanding to ensure customer satisfaction.
4. Competitive and technology landscape:  Has developed and incorporated planning and discussions to stay ahead of the marketplace with raised awareness of competitive technologies, disruptive technologies, and recommendations for technology direction from her / his customers.
5. Cross-functional influence:  Influenced other functional teams to ensure appropriate functional quality, direction, capacity and support.
6. Experience with automotive, medical or aerospace customers and end-markets.
7. An understanding of 80/20 and how it applies to our business, our customers, our products and our processes. Including relating our commercial minimums to our customers to help drive operational efficiencies.  Ability to balance customer requirements with the health of our business.
8. Strong expertise with Microsoft Office products, CRM software and ERP systems.
9. Experience coaching or leading people with the ability to create and continually support people through individual development plans.
10. Strong listening skills and positive communicator who understands when necessary, how to have tough conversations.
11. Strong time management and organizational skills.
12. Takes action on emerging issues and opportunities.
13. Helps associates understand the performance bar and supports them to reach it.
14. Minimal travel – 10 - 20% may be required.

Attributes & Competencies:

1. Results-Driven
2. Teamwork
3. Critical Thinking & Strategic Planning
4. Initiative & Decision-making
5. Analysis & Quality of work
6. Written & Verbal communication
7. Continuous Improvement
8. Management & Leadership

U.S. Equal Opportunity Employment Information (Completion is voluntary)

In compliance with federal and state equal opportunity laws. Applicants are considered for employment without regard to race, color, religion, gender, national origin, age, military status, or the presence of a disability which is subject to reasonable accommodation, veteran status, or any other status protected under local, state or federal laws.

Eberhard is an Equal Employment Opportunity/Affirmative action employer. As a federal contractor, we are required to compile the following information in order to comply with federal Equal Employment Opportunity and Affirmative Action requirements. The information you provide is strictly on a voluntary basis and failure to supply it will not in any way affect your employment.

Welcome to Eberhard

Vision

Benefits

• Medical Insurance, Dental and Vision
• 401k Match
• Profit Sharing
• Paid Vacation
• Paid Holidays
• Tuition Reimbursement