Customer Success Representative

Pregis•Grand Rapids, MI

8d•Onsite

About The Position

The Customer Success Representative supports Pregis Films and Pregis Performance Flexibles (PPF) in growing and supporting film partners by meeting and exceeding their requirements and expectations. Reporting to the VP of Sales Operations, the role supports customers and the Sales Team while also assisting internally with job planning, inventory management, and the accuracy of customer data and documentation. The representative gathers customer requirements, develops product knowledge, responds to customer requests, and helps identify solutions and opportunities. The role also supports order processing, forecasting, inventory and pricing accuracy, customer communications, production planning, and delivery coordination.

Requirements

Experience asking probing questions to better 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 the Microsoft Office Suite.

Responsibilities

Collect customer feedback and requirements, identify available solutions, and escalate needs for the best solution.
Build product knowledge through research and training to serve customers and support Sales Team efforts.
Respond promptly to internal and external customer requests.
Route qualified opportunities to the appropriate sales executive and R&D lead for 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.
Gather information to prepare for customer expectations and growth and help prevent failures and delays affecting PPF growth and profitability.
Participate in weekly meetings to review the pipeline against customer intelligence, discuss benchmarks, and set team goals.
Process and anticipate customer demand forecasts, maintain open communication, and encourage the exchange of relevant information.
Participate in escalations to help determine the best business decision when customer requests arise or lead times are compromised.
Master current processes, seek best practices and continuous improvement, and bring suggestions to the leader for evaluation.
Manage inventory by assessing aged inventory and evaluating orders for opportunities to prevent or use it.
Process orders and provide customers with backlog and inventory reports.
Understand customer specifications to provide accurate item setup for production.
Participate in scheduling and planning meetings and provide information to customers and outside sales; understand the Product Wheel.
Understand PPF and customer asset capabilities to suggest SKU consolidation.
Maintain accurate pricing in the ERP system or other necessary means for order processing and quoting.
Communicate customer delivery requirements to logistics.