Customer Success Specialist

About Us

Alphapoly is a leading flexible packaging manufacturer committed to delivering exceptional products and service to our customers. We are looking for a Customer Success Specialist to join our team and help ensure an outstanding customer experience from inquiry to delivery.

What You'll Do

• Manage a portfolio of customer accounts and serve as the primary point of contact for inquiries, quotations, orders, and service-related requests.
• Coordinate the customer journey from initial inquiry through order fulfillment and post-delivery follow-up, ensuring a seamless customer experience.
• Work closely with Sales, Estimating, Graphics, Production, and Operations teams to ensure customer requirements are accurately communicated and executed.
• Prepare and follow up on quotations, enter and manage orders, and monitor production and delivery timelines.
• Provide customers with proactive updates regarding order status, lead times, delays, and other important information.
• Resolve customer concerns by identifying root causes, coordinating solutions, and ensuring timely follow-through.
• Build strong long-term relationships with customers by understanding their business needs and providing exceptional service.
• Identify potential service risks, customer concerns, and account opportunities, escalating or communicating them appropriately.
• Maintain accurate customer, order, and communication records within CRM and ERP systems.
• Support continuous improvement efforts by identifying recurring issues and recommending process enhancements.

What We're Looking For

Mandatory Requirement: Candidates must possess relevant experience in a manufacturing environment, with a solid understanding of manufacturing processes, operations, and industry best practices.

• Minimum 3 years of customer service or related experience
• Strong communication, organization, and problem-solving skills.
• Proficiency with Microsoft Office, particularly Word and Excel.
• Experience with CRM or ERP systems; Salesforce experience is an asset.
• Ability to manage multiple priorities in a fast-paced environment.
• Post-secondary education in Business or a related field is an asset.

Please note: We do not use AI or automated tools to screen applications. All applications are reviewed by our hiring team. Accommodations for applicants with disabilities are available upon request.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.