Job Description
Job Description
API International is a family business that was established in Portland, Oregon in 1979. We are a manufacturer and wholesale distributor of flanges, expansion joints, valves, other pipe fittings, and custom-fabricated parts for the Agriculture, Exhaust, HVAC, and Water Works markets.
At API International, we offer a generous benefit package including :
- Employer-paid health, vision, dental insurance, and long-term disability.
- Full coverage of the base plan premium on the first day of the month following 60 days of employment. Spouse and family eligible for 100% coverage on the base plan premium after one year.
- 80 hours of PTO and 152 hours after the first year (prorated).
- 8 paid holidays (including your birthday).
- 401k with a 4% company match.
- Voluntary Benefits.
- FSA and life insurance.
- Opportunities for advancement within the company.
The Customer Success Manager supports API by managing a team of representatives / associates and ensuring service levels are met or exceeded.
In this role, the Customer Success Manager establishes effective and balanced workflows to maximize efficiency, confirming high service quality and customer satisfaction.
Responsible for monitoring and measuring service metrics to develop standards and drive process improvements.
A typical day :
- Handle escalated customer inquiries and complaints in a timely and professional manner.
- Develop and implement customer service policies and procedures.
- Monitor customer interactions to ensure quality service.
- Oversee day-to-day operations of the customer service department.
- Identify and implement strategies to improve customer satisfaction.
- Collaborate with other departments to streamline processes and improve service delivery.
- Use customer feedback and data analysis to drive improvements.
- Develop initiatives to increase customer retention and loyalty.
- Troubleshoots technical issues, determines solutions in accordance with product and customer specifications and recommends solutions.
- Assist in preparing sales forecasts.
- Set performance goals and conduct regular evaluations.
The ideal candidate requires the following :
- 5 years of Customer Success Management experience in a manufacturing environment .
- Bachelor’s degree in business administration, management, or related field.
- Self-motivated, results-oriented individual.
- Positive, can-do attitude with a focus on high-quality customer service.
- Strong leadership and team management skills.
- Team player with the ability to work closely with others.
- Ability to communicate and promote ideas.
- Highly proficient in Microsoft Outlook, Excel, Word, and PowerPoint.
- Can successfully learn new technologies like ERP / CRM systems.
- Excellent oral and written communication skills.
- Ability to multi-task, organize, and prioritize workload.
We highly prefer the following :
- Master's degree in business, science, technology, or related field.
- Knowledge of pipe, valves, and fittings.
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