Sr. Customer Success Representative

IPG; Fruitville (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Intertape Polymer Group seeks a Customer Success Representative to support Corporate Accounts and collaborate with Business Development Managers. You will drive supplier and customer scorecards, manage launch schedules for systems installs, and provide print campaign support globally for WAT.

This role acts as the liaison between sales and supply chain, leveraging a strong supply chain background to ensure projects stay on track and customer expectations are met.

Qualifications

• Bachelor’s degree in business, marketing or related field from an accredited institution.
• Demonstrated leadership ability that drives results through collaboration.
• Supply chain experience and a track record in customer-focused roles.
• Ability to manage multiple priorities and projects simultaneously.
• Strong communication, presentation and interpersonal skills.

Responsibilities

• Collaborate with Business Development Managers on outreach strategy to increase customer engagement.
• Develop and track metrics for supplier and customer scorecards to achieve goals.
• Track order patterns and define analytics to aid forecasting.
• Develop launch schedules for systems installs and coordinate cross-functionally.
• Serve as liaison between customer marketing and internal resources for global campaigns.
• Provide superior customer support via email, phone, and visits to plant-level decision-makers.
• Maintain CRM data and provide requested reporting to customers and managers.
• Assist in implementing new corporate account programs and ensure compliance.

Skills

Leadership

Supply chain experience

Project development & planning

Prioritization

Sales / systems selling

Problem analysis & resolution

Training / coaching

Customer orientation

Interpersonal communication

Presentation skills

CRM usage

Sales tracking

Microsoft Office

Professional appearance

Collaboration

Education

Bachelor’s degree in Business Administration, Marketing or related Field

Tools

CRM

Microsoft Office

Sales Tracking system

Job description

Position Purpose: The Customer Success Representative will report into the Manager of Corporate Accounts -- E-Fulfillment is assigned to support one or more Business Development Manager(s). This position will serve as a key member of the sales team. The primary mission of this position is to aid in supporting the account through engagement with key members of the category team along with iSCHOC (procurement operations). The incumbent will be responsible for ensuring supplier scorecard goals are achieved, driving launch schedules for systems installs, and providing print campaign support globally for WAT. This role will be the key liaison internally between sales and supply chain, as well and will require a strong supply chain background for success.

Principle Accountabilities

• Collaborate with Business Development Managers on outreach strategy to increase customer engagement, drive volume and maintain high levels of customer retainment.
• Develop and track metrics related to supplier scorecard and drive the cross-functional team to improve to meet stated goals
• Develop and track metrics for customer scorecard and work in concert with the customer to achieve desired results
• Track order patterns and define key analytics related to sales to aid sales team in better defining forecasts
• Develop launch schedules based on site awards for systems business installs and work cross-functionally with the internal team to ensure projects are on track
• Key liaison between customer marketing and internal resources for global print campaigns
• Develop plans between supply chain and sales to drive more products into bundled shipments
• Provide superior customer support through email, telephone communication, and occasional personal visits to plant-level decision-makers of assigned corporate accounts.
• Develop expertise in all IPG products and programs and be proficient in explaining the benefits and functionality of each solution.
• Maintain sound data within CRM and provide pertinent reporting as requested by the customer or Business Development Manager.
• Act as the point person on assisting the Business Development Managers with implementation of new corporate account programs. Ensure compliance of corporate account initiatives.
• Work proactively with customer service and the pricing team to resolve any outstanding issues within 24 hours.

Essential Skills and Experience

• Bachelor’s degree in Business Administration, Marketing or related Field from an accredited institution.
• Demonstrated leadership ability that can get results through collaboration with others.
• Supply chain experience
• Project development and planning skills to drive short-term and long-term goals.
• Ability to organize and manage multiple priorities.
• Ability to deploy specific sales or systems sellers into a given situation.
• Problem analysis and problem resolution at a functional level.
• Account based employee training and development.
• Strong customer orientation.
• Excellent interpersonal and communication skills including presentation skills.
• High energy individual and self-motivated contributor that can also participate as a team member.
• Commitment to company values.
• Highly skilled with CRM usage and Sales Tracking.
• Proficient in Microsoft Office.
• Professional appearance and behavior while representing IPG.