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Customer Success Processor

7 months ago

Wolverhampton, United Kingdom Culligan UK limited Full time

**Who are we?**

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers, while minimizing the impact on the environment.

**Summary**:
This role assists our Managed Account Customers to thrive through the necessary execution of administrative duties. Working with the Customer Success Processing Team Leader, this role provides a support network for these managed accounts, ensuring their customers ongoing requirements are executed timely and accurately to ensure a positive Customer Experience.

Our Customer Success Team leads portfolio growth through devoted support and one-on-one relations, resulting in continued engagement of all products and reduced customer churn.

**Responsibilities**:

- Process accurately and timely to support the broader team in achieving revenue growth objectives.
- Assist the team with producing quotes, pricing, contracts, and other customer-facing documentation.
- Be a transactional processor for the team and all output of customer requirements off/on the system.
- Collate, manipulate and deliver required reports, including Spend/Rebate/Asset reports.
- Process singular and mass customer data entries and updates as requested.
- Manage Price Amendments, Hierarchal Updates, and Asset Verifications through to the conclusion.
- Understand KPIs and targets, ensuring all input contributes to their success.
- Accurate CRM/ERP updates daily, ensuring the safe handling of customer data.
- Collaborate with Customer Success Executives to process necessary activities to support cash collection.
- Raise Credit Notes and Invoices channeled through the team.
- Assist in the administrative output of Account Reviews, ensuring escalations are handled with priority.
- Support price/tactical increase activities to defend the targeted revenue gain and relationships.
- Support your team and Line Manager in the delivery of business objectives.
- Own customer communication (verbal/written) to support attendance of customer locations.
- Maintain strong communications with customers, all departments, and colleagues.
- Comply with and suggest improvements to the customer journey, policies, and processes.
- Positively promote the brand and company mission, living by and promoting our company values.
- Be available for all team and customer administrative and processing support requirements.

**Requirements**:
**Essential**:

- Demonstrated strong ability to handle diverse and competing priorities against a deadline.
- Demonstrated attention to detail.
- Demonstrated strong oral and written communication skills, building and leading rapport at all levels - internally and externally.
- Demonstrated competence in using Microsoft Office tools and CRM systems.
- Demonstrated reporting capability, collating multi-sources of data to present coherently.
- Demonstrated ability to present data and customer-facing documentation in a polished way.

**Desirable**:

- Proven experience in supporting Managed Accounts.
- Ability to handle complex and varying levels of data.
- Strong knowledge and demonstrated skills in utilising a CRM effectively.
- Demonstrated problem-solving skills.

**Benefits**
- Monday - Friday working pattern
- 23 days' holiday + Bank Holidays - increasing with long service
- Company Pension scheme
- Company Sick Pay (after qualifying period)
- Enhanced Paternity & Maternity benefits
- PerkPal Benefits + 24 hours access to Employee Assistance Programme + Volunteering Day
- Employee support network and mental health assistance
- Career progression opportunities