Customer Success Representative

Customer Success Representative
Grand Rapids, MI

Position Description

Develop/maintain/improve systems and strategies that support our specialty films market.

Job Purpose and Reporting Structure

Under the direction of the VP of Sales Operations, support the goal of Pregis Films and the Pregis Performance Flexibles to grow and support our film partners by meeting and exceeding their requirements and expectations. Additional efforts internally assisting in job planning, inventory management and accuracy of customer data and documentation.

Essential Duties and Responsibilities

• Collect voice of customer or understanding customer requirements to seek out available solution and elevate for best solution.
• Research, participate in training and gain product knowledge to best serve customers in their requests and growth potential and support Sales Team efforts.
• Quickly respond to customer requests, both internal and external.
• Route qualified opportunities to the appropriate sales executive and R&D lead for further development and closure.
• Listen attentively to customer questions and provide answers that are knowledgeable and insightful to encourage product sell or resolve issues or increase our profitability.
• Participate in customer visits at PPF facility to better understand and serve our customers. Participate in weekly/monthly project reviews as offered. Gather information to be prepared for customer expectations and growth and to prevent failure and delays of PPF growth and profitability.
• Participate in weekly meetings to evaluate pipeline against customer intel., discuss benchmarks, as well as team goals for the upcoming week.
• Process/anticipate demand forecasts from customers. Keep the lines of communication open and encourage exchange of pertinent information.
• Participate in escalation process when applicable to assist in best business decision when customer requests or when lead times are compromised.
• Look for best practice and continuous improvement by mastering current process. Bring suggestions to leader for evaluation.
• Manage inventory by assessing aged inventory. Evaluate orders for any opportunity to prevent or use aged inventory.
• Process orders and provide backlog and inventory reporting to customers. Understand customer specs. in order to provide accurate item set up to production.
• Participate in scheduling and planning meetings and provide intel. to customers and outside sales. Fully understand Product Wheel.
• Understand asset capabilities of PPF and customers in order to suggest SKU consolidation to customers.
• Maintain accurate pricing in ERP system or other means necessary for orders and for quoting.
• Communicate with logistics all customer delivery requirements.

Qualifications/Experience

Required

• Experience in asking probing question to further understand the customer’s needs
• Strong interpersonal communication skills including superior listening skills
• Outgoing self-starter who can work independently
• Ability to think quickly and solve problems

Preferred

• Prefer relevant experience in a manufacturing setting; experience with films products is a plus
• Experience in customer service, sales, and/or retention
• Knowledge of Microsoft Office Suite

Diversity and Inclusion

We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.

Affirmative Action/EEO Statement/Inclusion

We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis’ culture and achievements.

Visit us at for more information about Pregis LLC.

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