Customer Success Specialist

Korpack is hiring a highly organized and driven Customer Success Specialist to join its team. You will help customers resolve sales and customer service-related issues promptly, providing real-time support. Customer Success Specialists also escalate issues as necessary to supervisors or other departments in their organization. They must have a strong attention to detail and an outgoing demeanor.

Who We Are:

Korpack is not just a packaging solutions provider; we are innovators in packaging materials, contract packaging, and automation. With an engineering mindset and creative flexibility, we aim to lead the industry by consistently improving our performance and meeting the highest standards. Our mission is to delight customers by delivering quality services consistently on time, keeping promises, and building lasting relationships.

We strive to disrupt the packaging industry from every angle. Our core values are:

• D - Determined
• I - Innovative
• S - Smile
• R - Responsive
• U - Understanding
• P - Proactive
• T - Teamwork

What You’ll Do:

The mission of the role is to guarantee exceptional support to our customer partners by providing top-notch, professional customer service through timely communication and accurate order processing.


Primary Responsibilities:

• Assist the Sales team in administering all sales and customer service-related operations, including quote follow-up, quoting, customer onboarding, customer relations, order entry, and timely resolution of customer inquiries.
• Act as liaison between the customer and Korpack for all velocity issues and customer inquiries.
• Interact with customers to ensure that all requirements are being met & coordinate and resolve issues regarding existing and new products.
• Place Purchase Orders with vendor partners
• Margin and logistical decision-making to ensure PO accuracy while promoting cost-savings
• Track and coordinate POs to ensure timely deliveries to our customer partners
• Communicate with all co-workers, customers, partners, suppliers, and others in a courteous and professional manner. Respond and/or ensure a response is provided to appropriate individuals on sales & customer service-related inquiries to foster positive relationships.
• Administer daily sales support processes and procedures (i.e. answer all calls, sales order entry, customer onboarding, quoting, quote follow-up, customer creation, and other special projects as needed) Must follow the cycle from the beginning to completion including: Qualifying opportunity, cross referencing vendor pricing, data entry, and following up with the customer one the quote is complete.
• Review pending orders and specific customers’ requests to ensure excellent customer service and customer experience.
• Monitor performance indicators and manage sales tracking tools (i.e., dashboards)
• Promoting positive team morale and maintaining a high-integrity environment
• Develop and maintain positive relationships with customers and vendors.
• Assist with special projects as requested.

What We Expect of You (Qualitatively)

• Intelligent / Learner: You learn complex concepts quickly. You demonstrate the ability to proficiently understand and absorb new information. You have strong analytical and critical thinking skills.
• Curiosity: You ask questions in a way that is genuine to dig deeper to understand partnerships and think out of the box to provide solutions to our customer partners.
• Need for Achievement / Work Ethic: You are ambitious and strive for excellence. You set challenging goals and hold yourself accountable for exceeding them. You are willing to work as hard as it takes to get things done and have a strong desire to win - competitive. You are driven and self-motivated.
• Organization / Efficiency: Highly organized and process-oriented with an ability to excel in a fast-paced, constantly changing environment. Have the ability to manage several email inboxes daily for all customer success communications. You have a high attention to detail and a proactive mindset.
• Confident / Positivity: You are self-assured and are largely unfazed by rejection and customer pushback. You learn from negative experiences with an optimistic attitude and use past experiences to support creative solutions to avoid the same hiccups. You have strong communication skills - both verbal and written.
• Follow-through: Excellent and timely follow-through – you do what you say.

Required Experience

• High School Diploma and or BS in Marketing, Business, or Communications
• At least 2 years of related experience
• Proficiency with similar software programs used in this job (Microsoft Office, Acumatica (current ERP system)

Desired Experience:

• Bachelor’s degree in marketing, Communications, or any related Business program
• Two years of related packaging, manufacturing, or distribution industry experience

What Challenges We Expect:

• There is a significant learning curve in this role, and it may be overwhelming at first.
• We have cutting-edge tools and technologies that will take time to learn how and when to best apply.
• We create custom solutions for our clients leveraging over 200,000 SKUs from a range of (x) specialized and trusted partners (vendors/suppliers).
• Organization is key in this role and strong communication skills will be imperative to carry out all functions associated with the position.

How We’ll Support You:

• You will have a team around you to help you perform in your role.
• Sales Leadership: for hands-on direction, coaching, and support.
• Sales team - Account Executive who will be your partner in providing white-glove service.
• Sales Operations, including engineering, pricing analysts, and project managers.
• Procurement & Supply Chain: to support in day-to-day inventory levels and purchasing requirements.

What You’ll Earn

• Aggressive compensation, 401K, Competitive benefits including medical, dental, vision, and life insurance, Generous Vacation, etc.