Manager of Client Services

Intertape Polymer Group (IPG)•Truro, NS

6d•Onsite

About The Position

Join the IPG Team! Are you ready to elevate your career? At IPG, we are more than just a global leader in packaging and protective solutions—we are a community that values safety, people, passion, integrity, performance, and teamwork. From tapes and films to packaging and protective products, as well as engineered coated materials and advanced packaging machinery, we develop innovative solutions that protect the world. Now, we are expanding our global team and looking for talented individuals like you! Position Description Title: Manager, Client Services Department: Sales Immediate Supervisor: VP Customer Experience and Product Management Status: Exempt Salaried Position Purpose: The primary mission of this individual is to manage, lead, and oversee the daily operations of the client services team, ensuring excellent customer experience and efficient sales execution processes. This person must have the ability to develop and implement strategies to enhance customer satisfaction, retention, and revenue growth.

Requirements

University Degree in Business or related discipline preferred.
Minimum 4-7 years of experience in sales coordination, sales operations, or customer service management, preferably in a manufacturing environment
Demonstrated prior experience leading a team to drive results and improve overall customer experience
Highly organized and has very effective time management skills
Proven negotiation skills
Proven ability to interact with Sr. Executives
Proficiency in Microsoft Office Suite
Demonstrated customer insight and strong intuition, paired with the confidence to take decisive action
Proven, action‑oriented problem solver with a track record of delivering results
Exceptional communication and interpersonal skills
Works collaboratively across teams, bringing a proactive, solution‑focused approach to shared challenges

Responsibilities

Lead, mentor, and develop a team of customer service professionals, providing ongoing training and performance coaching
Manage complex customer inquiries and resolve escalated issues with professionalism and urgency
Establish and monitor team performance metrics; analyze data and produce reports to identify trends and improvement opportunities
Partner closely with Sales and Marketing to align customer service initiatives with sales goals and promotional activities
Build and maintain strong relationships with key clients, ensuring their needs are consistently met and exceeded
Develop, document, and refine service protocols, procedures, and best practices to enhance efficiency and service quality
Maintain and update the customer service training manual
Implement and optimize CRM and related technologies to streamline customer service and sales workflows
Lead the annual customer survey process, including analysis, recommendations, and cross‑functional action planning to improve customer satisfaction and Net Promoter Score
Facilitate regular team meetings to communicate priorities, share updates, and strengthen collaboration
Oversee sales performance controls and take corrective action to ensure objectives are achieved within budget
Review and evaluate sales results against programs, quotes, and plans to assess effectiveness
Conduct ongoing performance reviews and provide continuous feedback to team members
Develop deep expertise in all ECP products and programs, effectively communicating their benefits and functionality
Travel to plant locations for assigned corporate accounts to implement programs and support account growth
Perform additional responsibilities as assigned by the VP of Customer Experience