Customer Success Representative

Overview

We're not in the packaging business only—we're in the "Wow" business. Pregis is hiring to grow with purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company thriving across high growth industries, focused on integrity, teamwork, and sustainability, Pregis is the company for you. Learn how sustainability and social responsibility are at the core of our DNA:
Pregis Purpose.

Customer Success Representative

Location:
Anderson, SC

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

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. Assist internally with job planning, inventory management, and accuracy of customer data and documentation.

• Collect voice of the customer or understand customer requirements to seek out available solutions and elevate for the best outcome.
• Research, participate in training, and gain product knowledge to best serve customers 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 development and closure.
• Listen attentively to customer questions and provide knowledgeable, insightful answers to encourage product sales, resolve issues, and increase profitability.
• Participate in customer visits at the PPF facility to better understand and serve customers. Participate in weekly/monthly project reviews. Gather information to prepare for customer expectations and growth and to prevent failures and delays in PPF growth and profitability.
• Participate in weekly meetings to evaluate pipeline against customer intel, discuss benchmarks, and align with team goals for the upcoming week.
• Process and anticipate demand forecasts from customers. Maintain open communication and encourage exchange of pertinent information.
• Participate in the escalation process as applicable to assist in decision making when customer requests or lead times are compromised.
• Identify best practices and continuous improvement by mastering current processes and proposing improvements to leadership for evaluation.
• Manage inventory by assessing aged inventory and identifying opportunities to prevent or use aged stock.
• Process orders and provide backlog and inventory reporting to customers. Understand customer specifications to provide accurate item setup to production.
• Participate in scheduling and planning meetings and provide intelligence to customers and outside sales. Fully understand Product Wheel.
• Understand asset capabilities of PPF and customers to suggest SKU consolidation.
• Maintain accurate pricing in ERP or other systems for orders and quotations.
• Communicate with logistics regarding all customer delivery requirements.

Required

• Experience in asking probing questions to understand customer needs
• Strong interpersonal communication skills including active listening
• Outgoing self-starter who can work independently
• Ability to think quickly and solve problems

Preferred

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

We believe in diversity of thought and bringing together traits that provide unique experience. We strive to foster an inclusive environment where people feel welcome.

We offer equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any type. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis' culture and achievements.

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