Job Overview

The Customer Success Manager - New Product is responsible for overseeing the launch of new products at Ebco. This role will need to build and maintain a win-win relationship with customer contacts through both phone and email correspondence and help solve day-to-day issues. This position works directly with the customer to implement customers sample demand and solve related sample issues.

Management Responsibilities

• Supervise day-to-day operations of the Product Launch Department
• Establish, implement, and continuously improve customer service procedures and standards related to new product launches
• Serve as the primary escalation for customer sample issues, ensuring timely resolution and clear communication
• Report weekly/monthly on department metrics
• Develop and mentor team by aligning individual, team, and company goals

Product Launch Responsibilities

• Support new product kick-off activities, including customer order entry, sample timeline management, and cross-team prioritization coordination
• Provide proactive and accurate order status to internal stakeholders and external customers throughout the launch process
• Partner with quality and new product engineers to ensure successful product launch
• Identify, troubleshoot, and resolve issues related to new product launches for customers
• Coordinate with production team to prepare smooth transition from sample to production
• Oversee the quote release to customer processes, ensuring accurate and timely quote submission
• Other duties as assigned

Requirements

• Bachelor’s Degree required
• 5 years of relevant work experience, preferably with a focus on B2B customer service
• Capable of forming and maintaining relationships with customers
• Team player with the ability to work independently with minimal supervision in a fast-paced environment
• Understanding project management techniques and mastering multi-tasking skills
• Detail oriented. Ability to collect and organize large amounts of data
• Demonstrates strong oral and written communication skills
• Ability to manage the trade-offs required to satisfy customer and business needs
• Proficiency in Microsoft Word, Excel, CRM and ability to work with various database systems
• Strong understanding of Global Supply Chain, including ocean and air shipments