Customer Success Specialist at Smiths Group in Romeoville, IL

Company Description

US Hose is a global leader in creating and adapting fluid and gas management products and quality programs. We provided solutions and service for demanding fluid and gas transfer requirements, whether the media be corrosive, caustic or combustible, under extreme pressure, temperature and flexing conditions. Primary markets include aerospace, chemical, petro-chemical, pulp and paper, petroleum equipment, heavy equipment, compressed gas, automotive, refrigeration, transportation, and dozens of other niche markets. The company has a long history of expertise in metal and composite hose. US Hose’s background and experience in stringent and demanding hose requirements plays into the strengths of our applications engineers. We are able to assimilate some of the most difficult and demanding applications known today into customer satisfaction, borrowing from our experience and core technology. US Hose is a global leader in creating and adapting fluid and gas management products and quality programs. We provided solutions and service for demanding fluid and gas transfer requirements, whether the media be corrosive, caustic or combustible, under extreme pressure, temperature and flexing conditions. Primary markets include aerospace, chemical, petro-chemical, pulp and paper, petroleum equipment, heavy equipment, compressed gas, automotive, refrigeration, transportation, and dozens of other niche markets. The company has a long history of expertise in metal and composite hose. US Hose’s background and experience in stringent and demanding hose requirements plays into the strengths of our applications engineers. We are able to assimilate some of the most difficult and demanding applications known today into customer satisfaction, borrowing from our experience and core technology.

Job Description

The Customer Success Specialist serves as the central link between customers, sales, operations, and manufacturing. This role is responsible for ensuring exceptional customer experiences through proactive communication, accurate order management, issue resolution, and continuous process improvement. The successful candidate will drive customer satisfaction while supporting operational excellence and long-term business growth.

Develop and maintain a working knowledge of product applications, bill of materials (BOMs), manufacturing processes, and customer requirements to effectively support customers. Collaborate with Production Planning, Purchasing, Quality, and Shipping teams to ensure customer expectations align with operational capabilities and delivery commitments.

Customer Relationship Management

• Serve as the primary customer contact for accounts.
• Build and maintain strong customer relationships through responsiveness, consistency, and proactive communication.
• Understand customer needs and expectations to deliver a positive customer experience.
• Communicate order status, lead times, product availability, and issue resolution updates.
• Manage customer inquiries, requests, and concerns with a sense of urgency and professionalism.

Order Management & Coordination

• Process and manage customer orders accurately and efficiently from receipt through delivery.
• Review orders for accuracy, pricing, product specifications, and delivery requirements.
• Coordinate with Planning, Production, Purchasing, Quality, Shipping, and Sales teams to ensure timely order fulfillment.
• Monitor open orders and proactively identify potential delays or service risks.
• Facilitate changes to customer orders while minimizing operational disruption.

Issue Resolution

• Investigate and resolve customer concerns regarding orders, shipments, delivery schedules, product quality, and billing.
• Coordinate cross-functional efforts to address customer issues and ensure timely resolution.
• Escalate critical customer concerns when appropriate and provide regular status updates.
• Support corrective action activities and root cause analysis related to customer complaints.

Operational Support

• Maintain accurate customer records, order documentation, and communication logs within EIP system
• Prepare reports, forecasts, and customer-related data as needed.
• Support inventory, scheduling, and supply chain coordination efforts that impact customer orders.
• Develop and maintain a working knowledge of products, manufacturing processes, and customer applications.
• Continuous Improvement
• Identify opportunities to improve customer experience, order management processes, and operational efficiency.
• Participate in Lean, Six Sigma, and continuous improvement initiatives.
• Analyze recurring customer issues and recommend corrective and preventive actions.
• Collaborate with cross-functional teams to enhance service levels and reduce process inefficiencies.

Qualifications

Required Qualifications

• High school diploma or equivalent.
• Experience in customer service, customer success, account management, or order management.
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage multiple priorities simultaneously.
• Proficiency with Microsoft Office applications, particularly Excel, Outlook, and Teams.
• Strong attention to detail and commitment to accuracy.
• Ability to work effectively in a team-oriented environment.

Preferred Qualifications

• Associate or bachelor’s degree in business, Supply Chain, Communications, or a related field.
• Experience in a manufacturing, industrial, or distribution environment.
• Experience using ERP systems such as Epicor, SAP, Oracle, Microsoft Dynamics, or similar platforms.
• Knowledge of order fulfillment, production planning, and supply chain processes.
• Experience supporting engineered-to-order or custom-manufactured products.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)