The Role
Serve as the single point of contact for key customers, driving satisfaction, retention, adoption and growth. Proactively resolve issues, identify upsell opportunities, coordinate internally, support marketing, and participate in customer visits and trade shows.
Summary Generated by Built In
Embark on a career journey with Franklin Electric, where your passion meets purpose, and every day is an opportunity to make a difference in our global communities in providing access to water, fuel and electricity.
Our vision for Customer Success is simple: “We will become an indispensable partner to our best customers — and make them loyal, raving fans of Franklin Electric — through our in-depth customer knowledge, product expertise and end-to-end support. Our efforts will drive revenue growth, customer retention and market expansion. This role provides end-to-end account and relationship support to our best customers, 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 a particular market segment.
Franklin Electric is a diverse team of innovators making a positive global impact since 1944. We offer innovative water solutions, ensuring access, treatment, and efficient management of this vital resource. Our commitment to excellence is reflected in our innovative products, industry leading quality products, exceptional customer service, employee development, and passion for social responsibility.
Our vision for Customer Success is simple: “We will become an indispensable partner to our best customers — and make them loyal, raving fans of Franklin Electric — through our in-depth customer knowledge, product expertise and end-to-end support. Our efforts will drive revenue growth, customer retention and market expansion. This role provides end-to-end account and relationship support to our best customers, 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 a particular market segment.
Franklin Electric is a diverse team of innovators making a positive global impact since 1944. We offer innovative water solutions, ensuring access, treatment, and efficient management of this vital resource. Our commitment to excellence is reflected in our innovative products, industry leading quality products, exceptional customer service, employee development, and passion for social responsibility.
Join us to create a better future while growing professionally in a supportive environment!
MOVE FORWARD WITH US
What you will be doing:
- Provide end-to-end, single point of contact support for our best customers – the As – from order entry and inquiry to AR support and issue resolution.
- Proactively anticipate customer needs and identify any potential opportunities or issues. Create recommendations and facilitate actions accordingly. (Requires a strong knowledge of the account, products, and daily interaction on a high level).
- Support the marketing strategy to create new relationships, new customers, new markets.
- Serve as the customers’ voice, including marketing, product, professional services and sales.
- Establish and deepen relationships with customers by understanding their business objectives and providing exemplary support.
- Communicate frequently with customers on updates, information, concerns and suggestions.
- Mine various communication feedback and benchmark data, launch and/or support innovative efforts to drive new efforts and change to meet the customers’ perceived expectations and needs.
- Identify potential upsell, new product, substitution or replacement opportunities, slow moving products as well as obsolete/excess inventory in an effort to create a value strategy specific to the opportunity.
- Manage deliverables specific to meeting the team’s strategic objectives.
- Use customer benchmark data to highlight customers’ strategic success and provide ongoing recommendations for further optimization.
- Communicate and coordinate with internal departments (Product Managers/Sales Team/Marketing).
- Organize workflow to meet customer timeframes (coordinate with main buyer / purchaser – setting up and defining process per customer’s requirements).
- Complete forms, applications and/or customer requests.
- Business travel required as needed. Participate in customer visits, trade shows and/or events.
Who we want:
- 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.
Skills Knowledge and Expertise
What you need:
- 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
Education and Experience
- Bachelor’s degree (strongly preferred)
- Three to five years of relevant experience or training in customer service, customer experience, customer success, or a related field (required)
Computer Skills
- Basic: Alphanumeric data entry; word processing/typing
- 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 in the job description? 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.
Why Work at Franklin Electric?
Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.
Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.
Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.
About
Franklin Electric is a global leader in water and energy systems, committed to continuous improvement and innovation to meet the diverse needs of our customers. Our founders in 1944 named the company after America’s pioneer electrical engineer, Benjamin Franklin, which lives on today in our culture to drive us to push boundaries and create meaningful change. We offer a comprehensive range of pumps, motors, drives, and controls for residential, commercial, agricultural, industrial, and municipal applications.More than just a workplace, Franklin Electric is a vibrant and inclusive community of forward-thinkers, united by our mission to drive positive impact worldwide. Our culture fosters career growth and personal development, with a focus on promoting from within and nurturing talent. Our recent awards in “America's Most Responsible Companies”, “Most Trusted Companies” by Newsweek, “America’s Climate Leaders” and “Indiana’s Best Places to Work” attest, we're dedicated to upholding the highest standards of corporate responsibility.At Franklin Electric, we believe that everyone deserves to be treated fairly and respectfully, and that our diversity of thought, culture and experience makes us a stronger company. Our commitment to social responsibility is evident in programs like the Franklin Women's Network and our philanthropic efforts through the Franklin Wells for the World Foundation. Through these endeavors, we've provided clean water to over 284,000 people in 12 countries, addressing the global water crisis head-on,Locally in our communities, the Franklin Electric Charitable and Educational Foundation (FECEF) supports causes close to our hearts, such as United Way, Boys & Girls Club, and Big Brothers Big Sisters. Our dedication to excellence extends beyond our products and services, shaping a brighter future for both our employees and the communities we serve. Join us in driving meaningful change and making a difference with Franklin Electric.
Skills Required
- Three to five years of relevant experience in customer service, customer experience, customer success, or related field
- Bachelor's degree
- Dependable, self-motivated, displays initiative
- Results and goal oriented
- Customer growth oriented
- Effective written and verbal communication with internal and external customers
- Strong problem analysis and problem-solving skills, innovative
- Professional conduct and high-level attention to detail and accuracy
- Basic alphanumeric data entry and word processing/typing
- Advanced Microsoft Office Suite skills (Outlook, Word, Excel, PowerPoint)
- Experience working in JDE and Microsoft Dynamics
- Willingness to travel for customer visits, trade shows and events as needed
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Founded in 1944, Franklin Electric has grown from a small motor manufacturing company into a leading global provider of complete water systems and fueling systems. Franklin Electric's principal markets include clean water systems, water transfer and grey water systems, and fueling systems. Headquartered in Fort Wayne, Indiana, Franklin serves all corners of the world with facilities spanning the globe.
