Customer Experience (CX) Accounts Specialist
Gadge USA, United States
Job Description
Gadge USA was established in 1993. Our company is a national packaging supply and supply-chain solutions company with an expansive distribution network. We manage packaging portfolios across multiple categories, combined with a scalable service model, which delivers packaging solutions and continuous improvement to our customers.
We are currently recruiting a Customer Experience Accounts Specialist, reporting to our Associate Director, Customer Experience Accounts. In this role, you will support the Account Managers and work closely with our customers to ensure their satisfaction and success. You will assist in building strong relationships, resolving issues, and identifying opportunities for growth. The ideal candidate is a proactive problem solver with excellent communication skills and a passion for delivering exceptional customer experiences.
What You Will Do:
- Assist in managing a portfolio of customer accounts, serving as the secondary point of contact, and building strong relationships with customers.
- Collaborate with account managers to understand customer needs, goals, and challenges, and develop strategies to address them effectively.
- Proactively communicate with customers to provide updates, gather feedback, and address any concerns or issues in a timely and satisfactory manner.
- Identify opportunities for upselling or cross-selling products or services to existing customers and collaborate with the sales team to drive revenue growth.
- Monitor account performance, analyze data, and provide regular reports to the account management team.
- Coordinate with cross-functional teams to ensure smooth implementation and onboarding of new customers, ensuring a seamless transition and positive customer experience.
- Stay updated on industry trends, and market conditions to provide valuable insights and recommendations to customers.
- Work closely with the account manager to address customer inquiries, troubleshoot issues, and ensure prompt resolution.
- Support the account manager in preparing proposals, and presentations for customer meetings and business reviews.
Requirements
Must-Haves:
- Bachelor’s degree in Business, Sales, or a related field preferred.
- Previous experience in a customer-facing role, such as customer service, account management, or sales support.
- Strong interpersonal and communication skills, with the ability to build rapport and effectively interact with customers.
- Excellent problem-solving and critical-thinking abilities, with a proactive approach to finding solutions.
- Detail-oriented with strong organizational and time management skills to handle multiple customer accounts and tasks simultaneously.
- Proficient in using MS Office Suite (Word, Excel, PowerPoint).
- Ability to adapt quickly to changing priorities and thrive in a fast-paced, deadline-driven environment.
- A customer-centric mindset and a genuine passion for delivering exceptional customer experiences.
- Willingness to learn and grow in a dynamic and collaborative team environment.
Nice-to-Haves:
- Knowledge of industry best practices and emerging trends in logistics and supply chain management.
- Knowledge of Sage MAS100 ERP system.
- Knowledge of CRM systems such as Salesforce.
We Like People Who:
- Are passionate about raising the bar to produce high-quality work and deliverables
- Have a growth mindset, with a thirst for continuous improvement and development
- Thrive in a collaborative team environment, and open to hear suggestions and feedback
- Have empathy and seek to understand others’ perspectives to build strong relationships
Benefits
What We Offer:
- A competitive salary, including annual discretionary cash bonus
- Your health is important! We offer excellent healthcare (medical, dental, vision) benefits with national providers, short-term and long-term disability insurance, life insurance, employee assistance program, and mental health support programs such as Talkspace and Sondermind
- We provide paid time off including company paid holidays
- We care about your future and offer 401(k) retirement plan, employer match, and a discretionary non-elective profit-sharing program
Additional Information:
Come en-Gadge with us and join our innovative, collaborative, and inclusive teams on our journey to Be the best-in-class choice For All Things Packaging, while fulfilling our Mission: Always Packed with Commitment to provide a great customer experience, deliver high-quality, custom packaging products and value-added supply chain solutions