Customer Success Manager

At Maui Jim, you can expect a unique culture, a well‐known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and "high‐touch" work environment that values the members of our 'Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service. If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits, and our Maui Jim 'Ohana Aloha~ The overall objective of the department in which this position works is: Provide outstanding customer service to Maui Jim accounts & consumers, maintaining the Maui Jim "Aloha" at all times. Maui Jim goal is to achieve the highest levels of customer satisfaction and service. This will ensure that Maui Jim achieves and exceeds sales forecasts through the growth of present and potential customers. Maintain extreme high‐level service during all seasons of the year. Our goal is to achieve market‐leading customer satisfaction and service. The major function of this position is: To answer incoming inquiries via telephone and e‐mail from our customers in timely, courteous and efficient manner. To provide outstanding administrative support to accounts and field sales representatives combined with an emphasis to establish and maintain account relationships with Maui Jim customers. The principal responsibilities and duties of this position are: Ensuring customer satisfaction is the top priority across all activities, delivering a professional and proactive service to accounts and sales representatives. Input all email and phone orders on a timely basis to meet company expectations ("in by 2, out by 5"). Manage all new account setups in SAP within 1 day, ensuring accuracy of documentation and information (including VAT number and credit information where applicable). Communicate account number and credit limit to customers. Provide ongoing communication and support to new and existing accounts on orders, shipments, balances, and supplies, while handling routine department tasks. Maintain a high level of account service within the assigned regions, coordinating with outside field sales representatives and customer service. Ensure customers receive updated information and materials on all Maui Jim processes and products, including RX. Send all marketing and sales‐related materials and letters to accounts and field sales representatives as needed. Prepare and maintain sales campaign materials, including master data, order forms, and price lists. Process Sales Representative allocations. Input and manage all customer orders in a timely manner, ensuring alignment with company standards and coordination with Planning, Warehouse, and other relevant teams. Prepare and maintain specific PTF reports with accuracy and attention to detail. Act as primary liaison with distributors, providing support, resolving issues, and ensuring smooth communication. Support and coordinate project management activities, contributing to the successful execution of initiatives. Collaborate with various Maui Jim departments to resolve shipping, credit, and data entry issues, ensuring process compliance. Drive process improvements by analyzing workflows and implementing efficiencies to enhance customer service. Perform administrative and reporting tasks, including document filing, routine department support, and the provision of necessary materials to accounts. Support onboarding activities for Customer Operations and Business Associates. Desired Qualifications: High school graduate with minimum 2 years CS experience. Italian, French and English language skills. Strong Customer Service focus. Prior experience of SAP CRM is a plus. Listed below are the particular skills preferred for this position Previous Customer Service experience minimum of 2 years. More profound CS experience would be a plus. Optical experience would be a plus. Strong Customer Service mentality and skills. Strong organizational and communication skills. Ability to work as part of a team and independently when required. Ability to utilize a PC and Microsoft Office Software, experienced user of Excel. Ability to prioritize and complete tasks in a timely manner. Ability to multitask. Embraces and enhances change. Have a professional and positive attitude in all situations with a friendly manner. Honest and full of integrity. If you are interested on the role, please send your updated CV to Aurora Righetto, HR Specialist At Maui Jim we are passionate about making the best sunglasses in the world and providing customer service like you've never seen. We work diligently to attract and retain the brightest individuals in our industry and to foster an environment of encouraged professional development, creative thinking, and growth. The Aloha Spirit is the backbone of our culture, which embraces respect, trust, integrity, and creativity. J-18808-Ljbffr