Senior Client Services Manager

2 weeks ago

Truro, Nova Scotia, Canada Intertape Polymer Group (IPG) Full time

Job Title: Manager, Client Services

Job Summary:

We are seeking a highly skilled and experienced Manager, Client Services to join our team at Intertape Polymer Group (IPG). As a key member of our sales team, you will be responsible for managing and leading the client services team, ensuring excellent customer support and efficient sales execution processes.

Key Responsibilities:

  • Manage and mentor a team of customer service representatives and inside sales professionals, providing training and performance feedback.
  • Handle complex customer inquiries and resolve escalated issues in a timely and professional manner.
  • Monitor team performance metrics, analyze data, and generate reports to identify trends and areas for improvement.
  • Collaborate with sales and marketing teams to align customer service activities with sales objectives and promotional campaigns.
  • Develop and maintain strong relationships with key clients, ensuring their needs are met and exceeded.
  • Create and maintain client service protocols, procedures, and best practices to optimize efficiency and service quality.
  • Implement CRM and other technology solutions to streamline customer service and sales processes.
  • Conduct regular team meetings to communicate goals, share updates, and foster a collaborative environment.
  • Ensure effective control of sales results and take corrective action to guarantee that achievement of sales objectives falls within designated budgets.
  • Review and analyze sales performances against programs, quotes and plans to determine effectiveness.
  • Review employee performance against annual goals and provide ongoing feedback.
  • Develop expertise in all IPG products and programs and be proficient in explaining the benefits and functionality of each solution.

Requirements:

  • Bachelor's degree in business or related field, preferred.
  • 5 years+ of selling experience (B2B).
  • 5 years+ of industry experience.
  • Managed, supervised or mentored inside sales and customer service representatives and has a demonstrated history of leadership.
  • Proven ability to interact with Sr. Executives.
  • Good intuition/customer insight skills with confidence to act.
  • An action-oriented problem solver with a history of delivering on expectations.
  • Highly organized and has very effective time management skills.
  • Proven negotiation skills.
  • Strong written and verbal communication skills.

About IPG:

At IPG, we pride ourselves on a culture built around strong relationships, where every team member plays a crucial role in our growth. Whether it is through cross-department collaboration, continuous training, or sustainability-driven initiatives, we create an environment where you can thrive.

We offer competitive pay, extensive benefits that support you and your family, and exciting career development opportunities. Whether you are looking to enhance your skills or advance your career, we offer ongoing training and the support you need to succeed.

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