Job Description
Job Overview:
The Customer Relationship Manager works collaboratively across the organization to create exceptional customer experiences while following company policies and procedures. This role serves as a key liaison between customers and internal teams in a fast-paced global environment, supporting timely RFQ processing, purchase order review, order entry, and post-order activities. The ideal candidate builds trusted relationships with assigned customers, listens to understand customer needs and challenges, and proactively resolves issues to support successful delivery of products and services. Success in this role requires clear communication, strong follow-up, sound judgment, and a solutions-oriented approach.
In this role, your primary responsibilities are (but not limited to):
- Serve as a liaison between customers and cross-functional internal teams to ensure timely processing of customer requests, quotes, purchase orders, and order entry activities.
- Manage post-order activities, including date changes, expedites, order updates, and other order fulfillment support.
- Review open order reports, identify order holds, and proactively resolve issues to support successful delivery of products and services.
- Collaborate with Sales, Operations, Materials Management, Quality, Product Management, and other internal teams to address pricing, delivery, terms, and customer inquiries.
- Communicate clearly and professionally with customers by phone, live chat and written correspondence.
- Build and maintain strong relationships with assigned customers, key stakeholders, and decision-makers.
Requirements for Success:
- Proactive, customer-focused, and solutions-oriented approach to work.
- Strong time management, prioritization, organization, and follow-up skills.
- Ability to build relationships and collaborate effectively across departments and with customers.
- Excellent written, oral, interpersonal, and active listening communication skills.
- Strong emotional intelligence, problem-solving ability, and analytical thinking.
- Commitment to accountability, ownership, continuous learning, and continuous improvement.
- Demonstrates Proponent brand values of agility, integrity, intelligence, and empathy.
Benefits and Perks of joining the team:
- Medical, Dental, and Vision plan options
- Employee Stock Ownership Plan
- 401k Plan
- Vacation, Sick, and Holidays
- Good work-life balance
- WFH Hybrid available for most positions (This is not a hybrid position and will require working from the location)
