Customer Success Representative

Pregis•Grand Rapids, MI

About The Position

The Customer Success Representative develops, maintains, and improves systems and strategies that support Pregis’s specialty films market. Under the direction of the VP of Sales Operations, the role supports Pregis Films and Pregis Performance Flexibles in growing and supporting film partners by meeting and exceeding their requirements and expectations. The position also assists internally with job planning, inventory management, and the accuracy of customer data and documentation. The representative works with customers, Sales, R&D, production, and logistics to respond to customer needs, develop opportunities, process orders, manage forecasts and inventory, and support customer growth and profitability. The role is based in Grand Rapids, Michigan.

Requirements

Experience asking probing questions to further understand customer needs.
Strong interpersonal communication skills, including superior listening skills.
Outgoing self-starter able to work independently.
Ability to think quickly and solve problems.

Nice To Haves

Relevant experience in a manufacturing setting; experience with film products is a plus.
Experience in customer service, sales, and/or retention.
Knowledge of Microsoft Office Suite.

Responsibilities

Collect customer feedback and clarify customer requirements to identify available solutions and escalate requests when needed.
Build product knowledge through research and training to serve customers, support their growth potential, and assist Sales Team efforts.
Respond promptly to internal and external customer requests.
Route qualified opportunities to the appropriate sales executive and R&D lead for further development and closure.
Answer customer questions knowledgeably to encourage product sales, resolve issues, and improve profitability.
Participate in customer visits at the PPF facility and in project reviews to understand customer needs, prepare for expectations and growth, and prevent failures or delays.
Participate in weekly meetings to evaluate the pipeline against customer information, discuss benchmarks, and review team goals.
Process and anticipate customer demand forecasts, maintaining communication and encouraging the exchange of relevant information.
Participate in the escalation process to help determine the best business decision when customer requests arise or lead times are compromised.
Master current processes, identify best practices and continuous improvements, and bring suggestions to the leader for evaluation.
Assess aged inventory and evaluate orders for opportunities to prevent or use aged inventory.
Process orders and provide customers with backlog and inventory reporting; understand customer specifications to ensure accurate item setup for production.
Participate in scheduling and planning meetings and share relevant information with customers and outside sales; understand the Product Wheel.
Understand PPF and customer asset capabilities to suggest SKU consolidation to customers.
Maintain accurate pricing in the ERP system or other necessary tools for orders and quotations.
Communicate customer delivery requirements to logistics.