Customer Success Representative

Description

As a key member of our dynamic manufacturing team, the Customer Success Representative serves as a primary liaison between INDEVCO North America and its customers. This role ensures exceptional customer satisfaction by providing accurate service information, coordinating orders, and resolving inquiries and issues efficiently. It supports all safety and environmental programs and fosters continuous improvement in alignment with company goals. He or She would act as the Internal Customer Representative within the Company’s Operation. 

Job Responsibilities & Tasks

Duties include but are not limited to:

• Serve customers by providing service information in a timely manner.
• Respond promptly to customer inquiries and requests.
• Manage order entry in ERP system (Microsoft AX).
• Coordinate shipping appointments and order tracking with the warehouse.
• Work closely with production, scheduling, and shipping to ensure timely order fulfillment.
• Prepare and distribute customer activity and sales reports; maintain customer databases and pricing.
• Follow up on forecasts and order statuses daily, weekly, or monthly, as needed.
• Coordinate with Finance for invoicing and accounts receivable follow-up.
• Utilize platforms like ARIBA and other customer portals for account management.
• Support credit application process in coordination with Sales and Finance.
• Monitor finished goods inventory and align packing details with ERP and floor stock (as needed).
• Send weekly and delivery reports to Customers and Distribution partners.
• Assist in environmental reporting and safety tasks with Plant and Safety Managers.
• Enter and manage new sales leads in CRM tools, turning them into prospects as qualified.
• Actively engage in Inside Sales by managing inbound inquiries, quoting, and order processing for new and existing accounts.
• Collaborate with the Sales team to support lead generation, prospecting, and closing activities from within the office.
• Conduct outbound calls and emails to follow up on quotes, promotions, and account development.
• Support CRM updates and sales reporting for pipeline visibility and forecasting accuracy.
• Complete verification and validation activities in IPL’s Food Safety Plan as determined by the Food Safety Management System.
• Adhere to Personnel Processing Practices in IPL’s Food Safety Plan as determined by the Food Safety Management System.
• Any other assigned duties by Management.

JOB INTERFACES

• Internal: Sales & Marketing, Supply Chain, Production, Shipping & Receiving, Finance, Environmental/Safety
• External: Customers, Overseas Vendors & Distribution Partners

Requirements

COMPETENCIES

• Customer Focus – Dedicated to meeting internal/external customer expectations.
• Communication – Strong verbal, written, and listening skills.
• Interpersonal Skills – Team-oriented with effective collaboration skills.
• Problem Solving – Resourceful, analytical, and solutions-driven.
• Adaptability & Stress Tolerance – Thrives under pressure and adapts quickly to changes.
• Drive for Results – Goal-oriented and persistent in achieving objectives.
• Technical Proficiency – Capable of learning and using new tools and systems rapidly.

SPECIAL WORKING CONDITIONS

• Office-based; no lifting required.
• May involve coordination across multiple shifts and time zones.
• May involve occasional travel requirement.

EDUCATION & EXPERIENCE

• Bachelor’s degree in business, Communications, or a related field (preferred).
• Minimum of 3 years of customer service experience, preferably in a manufacturing environment.
• Strong written and verbal communication skills.
• Proficient in Microsoft Excel and ERP systems (Microsoft AX preferred).
• Experience with logistics coordination, invoicing, and customer account platforms (e.g., ARIBA).
• High attention to detail and ability to multitask in a fast-paced environment.