Job Description
Customer Success Specialist
Department: Sales / Marketing
Employment Type: Full Time
Location: US - Indiana - Fort Wayne
Reporting To: Jim Watson
Join Franklin Electric on our mission to empower communities with sustainable water management solutions, where your expertise will play a vital role in shaping a better future for generations to come.
Our vision for Customer Success is simple: We will become an indispensable partner to our best customers - specifically our key distributor partners within the industrial distribution channel - and make them loyal, raving fans of Franklin Electric through our in-depth customer knowledge, product expertise, and end-to-end support enabled by strong cross-functional collaboration. Our efforts will drive revenue growth, customer retention, and market expansion.
This role provides end-to-end account and relationship support for our best customers, primarily top-tier industrial distributors, driving best practices and innovation to create more value for the business. The goal is to increase customer satisfaction, retention, and adoption of key product and service features within the industrial distribution market segment. This is a non-quota-bearing role that delivers commercial impact through customer retention, operational excellence, technical support, and distributor enablement.
Join us to create a better future while growing professionally in a supportive environment!
MOVE FORWARD WITH US
Essential Duties and Responsibilities:
- Provide end-to-end, single point of contact support for top-tier distributor partners, from product selection & quote support, order entry and inquiry, to accounts receivable support and issue resolution, including coordination of custom, configured, or non-standard orders.
- Proactively anticipate customer needs and identify potential opportunities or issues; create recommendations and facilitate actions accordingly, requiring strong knowledge of accounts, products, and technical specifications and applications.
- Support sales and marketing efforts to strengthen distributor relationships, expand market coverage, and enable account growth.
- Serve as the customers’ voice internally across Sales, Marketing, Product Management, Engineering, Supply Chain, Operations, and Professional Services.
- Establish and deepen relationships with customers by understanding their business objectives, with particular focus on distributor operational and fulfillment requirements, and providing exemplary support.
- Communicate frequently with customers on updates, information, concerns, and suggestions to ensure transparency and trust with distributor partners.
- Analyze customer communications, feedback, and benchmark data; launch and/or support initiatives to evolve processes and better meet customer expectations.
- Identify potential upsell, new product, substitution or replacement opportunities, slow-moving products, and obsolete or excess inventory to create value strategies aligned with the distributor’s inventory and go-to-market model.
- Manage deliverables aligned with the Customer Success team’s strategic objectives.
- Use customer benchmark data to highlight distributor success and provide ongoing recommendations for optimization.
- Collaborate closely with cross-functional teams (Sales, Product Management, Engineering, Supply Chain, Operations) to evaluate feasibility, pricing, lead times, and execution of custom product configurations, special requests, and complex orders.
- Organize workflow to meet customer timeframes and customer-specific requirements, coordinating with distributor buyers and internal teams to define and execute agreed-upon processes.
- Complete forms, applications, and customer documentation as required.
- Participate in business travel as needed, including distributor visits, industry trade shows, and customer events.
Who we want:
If you are a self-motivated and collaborative individual who is passionate about making a positive impact, we encourage you to apply for this exciting opportunity.
- Hard-working winners - Confident, competitive, and results-oriented professionals who create a track record of success.
- Dedicated achievers - People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
- Effective communicators - People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders.
- Collaborative partner - People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.
What you need:
Skills and Abilities:
- Dependable, self-motivated, and displays initiative
- Results and goal oriented
- Customer growth oriented
- Effective communication skills – written & verbal, internal & external customers
- Strong problem analysis and problem-solving skills, innovative
- Professional in all manners
- High-level attention to detail, high level accuracy and reliable results
- Technical aptitude and ability to understand product specifications, configurations, and applications
Education and Experience
- Bachelor’s degree (strongly preferred)
- Three to five years of relevant experience or training in customer service, customer experience, customer success, applications engineering, or a related field (required)
- Experience supporting industrial distributors or working with technical/industrial products (preferred)
Computer Skills
- Advanced: Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint
- Desirable: Experience working in JDE and Microsoft Dynamics
Don’t feel like you check all the boxes? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities.
Company Values & Benefits
FE provides many opportunities to learn and grow through development opportunities such as training, certifications, mentorship, leadership programs, tuition reimbursement, one-on-one coaching and more! We offer competitive salaries, comprehensive benefits, and amenities such as:
- Hybrid remote work arrangements
- Generous paid time off & holidays
- Paid parental leave & on-site motherhood rooms
- On site café & complimentary beverage stations
- Indoor fitness facility & outdoor walking paths
- 401(k) with matching & service contributions
- Health, dental, vision, life insurance
- Short & long-term disability
- Fertility & adoption support
- Undergraduate & graduate tuition reimbursement
- Professional development assistance
- Health & wellness programs
