Client Services Representative

Client Services Representative

Location

North Carolina

City

Greensboro

Role Type

Permanent

WHO WE ARE

ITG Brands is the third-largest tobacco company in the USA with offerings of some of the most well-known cigarette, cigar, and e-vapor brands. As a member of the globally recognized Imperial Brands PLC family, we are a forward-thinking partner with operational integrity.

ITG Brands is committed to putting consumers at the center of what we do, while creating an innovative workplace where inclusion, creativity, and bold thinking drive progress. This empowers us to bring our true selves to work, to collaborate more effectively through showing our passion and being confident to bring new ideas to the table.

We are not afraid to seize opportunities and make things happen - both individually and collaboratively. We strive to exceed expectations by seeing things differently and doing things differently. This truly is a place where we all share a challenger mindset which drives our success.

What You Will Do

• JOB SUMMARY

The Customer Support Specialist serves as a critical support partner to Field Sales, Retail, Chain, and Wholesale customers by providing professional customer service, case management, and system support within Salesforce CRM and related business applications. This role is responsible for supporting the successful execution of sales programs, resolving account and payment-related inquiries, maintaining data integrity, and supporting operational processes that drive customer satisfaction and sales effectiveness. The position acts as a liaison between Sales, Operations, Finance, IT, and other business partners to ensure timely resolution of issues and seamless execution of company initiatives.

• WHAT YOU WILL DO

Customer Support & Case Management

Provide professional support through phone, email, and Salesforce case management systems. Manage and resolve inquiries from Direct Accounts, Retail Accounts, Chain Accounts, Wholesale Customers, and Field Sales teams. Ensure prompt and accurate resolution of customer issues while maintaining service-level expectations. Escalate complex issues appropriately and track cases through resolution. Document customer interactions, solutions, and trends within Salesforce.

Knowledge Sharing & Sales Execution Support

Serve as a subject matter expert on CRM processes, sales execution programs, and account management procedures.

Provide best-practice guidance and solution-based support to all levels of Field Sales.

Support Field Sales teams in executing programs and activities within Salesforce and related systems as needed.

Educate users on portal functionality, account management tools, and key business processes.

Assist users with troubleshooting system functionality, process questions, and execution-related challenges.

Support inquiries received through Client Services channels.

Process, Account & Payment Management

Review, validate, and approve Payment requests.

Respond to payment inquiries and determine whether issues are system-related, process-related, or user-related.

Collaborate with internal partners to resolve Tax ID, ACH, and account setup discrepancies.

Research and resolve payment issues involving enterprise systems, including SAP and Salesforce.

Support account data integrity and ensure accurate customer information across systems.

Data Management & Reporting

Partner with reporting teams to identify root causes and corrective actions.

Monitor account and payment data to ensure accuracy and compliance with company standards.

Utilize Salesforce reporting and case management tools to track trends and identify opportunities for improvement.

Cross-Functional Collaboration

Partner with Sales, Finance, Operations, IT, Marketing, and other internal departments to support company initiatives.

Collaborate with internal stakeholders to ensure successful execution of merchandising programs, buydowns, WDPs, promotions, and other sales initiatives.

Serve as a communication bridge between field teams and corporate support functions.

Participate in testing, process implementation, and continuous improvement initiatives.

Continuous Improvement

Track customer interactions, recurring issues, and system challenges to identify process improvement opportunities.

Recommend enhancements to workflows, reporting, and CRM functionality.

Support process documentation, training materials, and knowledge base development.

Contribute to initiatives that improve customer experience, operational efficiency, and sales execution effectiveness.

Perform other job-related duties as assigned.

Qualifications

• REQUIRED MINIMUM QUALIFICATIONS:

· Bachelor's degree or equivalent work experience.

· 2+ years of customer support, sales operations, account management, or CRM administration experience.

· Experience working within Salesforce CRM or similar customer relationship management platforms.

· Strong customer service and problem-solving skills.

· Experience managing multiple priorities in a fast-paced environment.

· Strong verbal and written communication skills.

· Proficiency in Microsoft Office Suite, including Excel and Teams.

• PREFERRED QUALIFICATIONS:

· Experience supporting sales organizations and field-based teams.

· Knowledge of payment processing, account management, and financial operations.

· Experience working with SAP, CRM, or similar enterprise systems.

· Understanding of retail, wholesale, and chain account business processes.

· Experience with case management systems and service operations.

Skilled in:

· Customer Focus

· Salesforce CRM Expertise

· Problem Solving & Root Cause Analysis

· Process Improvement

· Cross-Functional Collaboration

· Communication & Relationship Building

· Data Accuracy & Attention to Detail

· Time Management & Prioritization

· Financial Process Support

· Sales Execution Support

Ability to:

· Support timely resolution of customer cases and inquiries.

· Garner high customer satisfaction scores.

· Accurate processing of payments and account changes.

· Improve sales execution through effective field support.

· Reduce recurring issues through process improvements.

· Maintain high-quality customer and account data.

Work Environment and Physical Demand

What We Offer

• Competitive benefits package that includes medical/dental/vision/life insurance/disability plans

• Dollar for dollar 401k match up to 6% and 5% annual company contribution

• 15 Company-paid holidays

• Generous paid time off

• Employee recognition and discount programs

• Education assistance

• Employee referral bonus program

• Hybrid workplace - remote / in office

• Summer hours

• Casual dress policy Monday through Friday

Annual Base Salary Range: $59847.00 - $79795.00

Final compensation will be determined based on experience, qualifications, and internal equity. This role may also be eligible for annual bonus or incentive compensation.

Applicant Information

This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.

Everyone Belongs

ITG Brands and ITG Cigars provides equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us at View email address on click.appcast.io .

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The posting for the position for which you are applying highlights key aspects of the position only. It is not a complete description of the position.

All candidates must consent to an independent investigation of their background, references, past employment, education, criminal record, and drug screening. Results of such background checks will be reviewed on a case-by-case basis, giving consideration to the nature of the information reported and its relevance to the specific job being sought before a decision is made using this information.

ITG Brands and ITG Cigars provides equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us View email address on click.appcast.io (Talen%74Acquisition%40%69t%67b%72ands.%63om) .

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