US - Customer Sales Support Representative

Company Overview

Intertape Polymer Group (IPG) is a dynamic multinational organization that prides itself on its corporate culture of a family atmosphere that meets high achieving company performance. We are known for our competitive salaries and benefits packages and our emphasis on putting people first. Founded in 1982, and now grown to over $1.5B in sales worldwide, IPG focuses on growth through organic and strategic means. Our diversified product lines support our mission to be the world leader in packaging and protective solutions. Come join the IPG family today!

Position Purpose

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

Principle Accountabilities

• Customer Order Management
• Respond to customer inquiries in a timely manner maintaining a professional demeanor via e-mail or phone.
• Process product orders, sample orders and literature requests as requested by the customer.
• Proactively communicate order status to external customers utilizing open order report addressing back orders, and late shipments.
• Work with sales, product and price management to resolve order pricing issues. Provide customers timely and accurate pricing information.
• Expedite orders and sample orders as needed, according to IPG policy and system.
• Offer substitutions where appropriate.
• Verify order entry accuracy utilizing checklist.
• Work with sales and operations to identify solutions to address operations and customer's needs.
• Pro-actively communicate with shipping or logistics provider to obtain delivery status, pro numbers, and POD's on behalf of customers.
• Monitor OTIF and open orders reports to ensure we meet confirmed delivery dates. Communicate misses so corrective action can be taken.
• Communicate to sales; quote requests, price changes, canceled orders, order changes, late orders, and intel shared by customer.
• Existing Customer Order Solicitation
• Responsible for building and maintaining relationships with customers by providing help / advice and potential solutions to existing customers.
• Actively implements our outbound call plan to existing customers to solicit orders.
• Weekly customer activity analysis of order history, open orders and status reports. Utilize this information to improve customer satisfaction and increase IPG revenue.
• Daily pro-active communication with internal and external customers to monitor their satisfaction with regard to service and their individual, specific needs.
• Analyze customers' sales trends in conjunction with sales by utilizing WebFocus reporting as well as knowledge of ordering patterns.
• Proactively follow up with customers on sample orders. Determine if the sample addressed customer's need 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 get pool truck orders in day before pool truck cut-off.
• Review order cube and dollar value vs. our T&C's and proactively notify customers when orders do not meet our T&C's
• Complaint Processing and Follow Up
• Process claims and complaints as needed; supply all pertinent information as required by the published Terms and Conditions.
• Utilize Footprints report to follow up with operations, claims processing and sales to close out claims.
• Resolves customer issues, involving manager as necessary.
• Provides follow up and corrective action on issues raised by the customer.
• Proactively communicates 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 the AS400 and PC's. 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 upon 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 Customer master database updated.
• Ensure information in AS400 and sales automation are the same.
• Provides general support to the sales team.
• Perform other duties as required.

Essential Skills and Experience