Sr. Customer Success Representative

Intertape Polymer Group (IPG)•Sarasota, FL

11d

About The Position

The Customer Success Representative reports to the Manager of Corporate Accounts -- E-Fulfillment and supports one or more Business Development Managers. As a key member of the sales team, the role supports accounts by engaging with category team members and iSCHOC procurement operations. The representative helps meet supplier scorecard goals, drives launch schedules for systems installs, and supports global WAT print campaigns. The position is a key internal liaison between sales and supply chain and requires a strong supply chain background. The role provides customer support, develops and tracks customer and supplier metrics, analyzes order patterns and sales data to support forecasting, coordinates systems installation launches, and facilitates global print campaigns. The representative also supports corporate account programs, maintains CRM data and reporting, and works with customer service and pricing teams to resolve outstanding issues. IPG describes its culture as focused on safety, people, passion, integrity, performance, and teamwork. The company highlights sustainability initiatives, ongoing training, career development opportunities, competitive pay, and benefits supporting employees and their families.

Requirements

Bachelor’s degree in Business Administration, Marketing, or a related field from an accredited institution.
Demonstrated leadership ability to achieve results through collaboration.
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.
Ability to analyze and resolve problems at a functional level.
Account-based employee training and development experience.
Strong customer orientation.
Excellent interpersonal and communication skills, including presentation skills.
High-energy, self-motivated contributor who can also work as a team member.
Commitment to company values.
High proficiency with CRM usage and sales tracking.
Proficiency in Microsoft Office.
Professional appearance and behavior while representing IPG.

Responsibilities

Collaborate with Business Development Managers on outreach strategies to increase customer engagement, drive volume, and maintain customer retention.
Develop and track supplier scorecard metrics and coordinate cross-functional improvements toward stated goals.
Develop and track customer scorecard metrics and work with customers to achieve desired results.
Track order patterns and analyze sales data to help the sales team define forecasts.
Develop launch schedules for systems business installs based on site awards and work cross-functionally to keep projects on track.
Serve as the key liaison between customer marketing and internal resources for global print campaigns.
Develop plans with supply chain and sales to increase products included in bundled shipments.
Provide customer support by email, telephone, and occasional personal visits to plant-level decision-makers at assigned corporate accounts.
Develop expertise in IPG products and programs and explain the benefits and functionality of each solution.
Maintain accurate CRM data and provide reporting as requested by customers or Business Development Managers.
Assist Business Development Managers with implementing new corporate account programs and ensure compliance with corporate account initiatives.
Work proactively with customer service and the pricing team to resolve outstanding issues within 24 hours.