Customer Sales Support Rep.

About the Role

Lead customer contact for all aspects of daily order transactions. Responsible for managing order transactions between IPG’s Protective Packaging Customers and Operations, soliciting orders from existing customers, managing truck fill rates, and addressing customer complaints while following all IPG policies and procedures in Customer Service.

Responsibilities

• Customer Order Management
  • Respond to customer inquiries in a timely manner via email or phone, maintaining a professional demeanor.
  • Process product orders, sample orders, and literature requests as requested by the customer.
  • Proactively communicate order status to external customers using open order reports, addressing back orders and late shipments.
  • Work with sales, product, and price management to resolve order pricing issues.
  • Provide customers with timely and accurate pricing information.
  • Expedite orders and sample orders as needed, according to IPG policy and system, offering substitutions where appropriate.
  • Verify order entry accuracy using a checklist.
  • Work with sales and operations to identify solutions addressing operational and customer needs.
  • Proactively communicate with shipping or logistics providers to obtain delivery status, pro numbers, and PODs on behalf of customers.
  • Monitor OTIF and open orders reports to ensure confirmed delivery dates are met; communicate misses for corrective action.
  • Communicate to sales: quote requests, price changes, canceled orders, order changes, late orders, and customer-shared intel.
• Existing Customer Order Solicitation
  • Build and maintain relationships with customers by providing help, advice, and potential solutions.
  • Actively implement the outbound call plan to solicit orders from existing customers.
  • Perform weekly customer activity analysis of order history, open orders, and status reports to improve satisfaction and increase revenue.
  • Engage in daily proactive communication with internal and external customers to monitor satisfaction and address specific needs.
  • Analyze customer sales trends in conjunction with sales using WebFocus reporting and knowledge of ordering patterns.
  • Proactively follow up with customers on sample orders to determine if the sample met their needs or if another product would be a better solution; solicit orders.
  • Attend sales calls as required.
• Truck Fill Rates
  • Solicit orders from customers to fill pool trucks.
  • Proactively contact customers to secure pool truck orders the day before the pool truck cut-off.
  • Review order cube and dollar value against terms and conditions (T&C’s) and proactively notify customers when orders do not meet T&C’s.
• Complaint Processing and Follow Up
  • Process claims and complaints as needed, supplying all pertinent information as required by published Terms and Conditions.
  • Utilize Footprints report to follow up with operations, claims processing, and sales to close out claims.
  • Resolve customer issues, involving the manager as necessary.
  • Provide follow-up and corrective action on issues raised by customers.
  • Proactively communicate problems to department staff and keep management and key parties informed until resolved.
• Continuous Improvement
  • Gain knowledge of IPG technical services, EDI, and encourage customer usage when applicable.
  • Attend and complete in-house and/or professional training as required.
  • Be familiar with the use of AS400 and PCs.
  • Understand the basic concepts of IPG’s Operations and supply chain systems and how they manage the flow of material.
• Other Responsibilities
  • Achieve pre-agreed KPI and Quality Scorecard based on PMTA.
  • Provide excellent communication etiquette with active listening skills.
  • Follow all company policies and procedures.
  • Adhere to all Customer Service Core Values.
  • Keep the Customer master database updated; ensure information in AS400 and sales automation are consistent.
  • Provide general support to the sales team.
  • Perform other duties as required.

Requirements

• High School Diploma required; Associate’s Degree in business or related field preferred.
• 3-5 years of Customer Service experience or related field experience.
• Knowledge of the Packaging Industry is a plus.
• Experienced in Microsoft Office, specifically Excel and Word.
• AS400 experience preferred.
• Strong math skills.
• Excellent communication etiquette with active listening skills.
• Personable with a passion for people and providing excellent customer service.
• Detail-oriented, results-driven, and conscientious.
• Ability to multi-task and work in a fast-paced environment.
• Must be a team player.