Implementation Specialist, Customer Success

Key Responsibilities

• Own the onboarding process for new GPO customers and for new GPOs, including:
• Go live date
• Locations
• End user contact info
• Cost Centers, POs, Tax Exempt Status
• Delivery preferences
• Billing/Invoicing setup
• EDI Punchout or direct web
• Credit line needed
• Work closely with National Account Directors to align and refine process for adding customers.
• Coordinate activities between the customers and Global Industrial.
• Create account(s) in PCS including linking notes, adding GPO pricing, and possible custom core.
• Handle special inventory or stocking needs identified and communicated with DC’s.
• Create logins and passwords or engage Ecommerce team if punchout. Schedule separate call with both party’s IT teams to work through punchout. Stay engaged throughout testing.
• Work with marketing on the creation of announcements- marketing pieces, welcome emails, login and password info, first order coupon, etc. and sends the welcome kit to customers.
• Deliver end user training- website demo and Global Industrial overview. Account Manager introduction.
• Manage “Post Roll Out” activities including 1 Week and 1 Month Check In with customer to ensure everything is going smoothly
• Manage ad hoc reporting requests from leadership, including execution of recurring monthly reports.

Qualifications

• College Degree with high attention to detail
• Understanding of GPO and onboarding strategy
• Experience with customer service, sales, or product management
• Strong communication skills
• Must be self-motivated, resourceful, and able to work independently, keen attention to details and deadlines
• Strong PC skills in MS Word, Excel, Access

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to 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.