Inside Sales / Customer Success Representative bei Great Lakes Industrial

Description

Great Lakes Industrial (GLI) is a leader in the Industrial manufacturing & distribution sector, specializing in innovative engineered solutions and products. With a strong commitment to quality and customer satisfaction, we are driven by a passion for operational excellence. As we continue to expand, we seek skilled and motivated Inside Sales / Customer Service Representatives to join our dynamic team.

An ISA/CSR (Inside Sales / Customer Service Representative) serves as a key liaison between customers and the internal cross-functional teams, ensuring strong customer relationships, rapid issue resolution, and long-term account success. This role manages critical customer escalations—such as churn risks, expedite requests, and line-down situations—while also driving strategic initiatives, including new product launches, quarterly client reviews (QCRs), and sales opportunity execution.

Success in this role is defined by the ability to turn challenges into opportunities, maintain customer trust during critical moments, and help clients realize the value of our partnership.

ESSENTIAL FUNCTIONS:

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Serve as the primary liaison for critical customer conversations, including service failures, line-down situations, missed deliverables, or churn threats.
• Support and execute customer growth initiatives, including support on quoting, upselling opportunities, and alignment with sales teams to convert pipeline to orders.
• Acquire a sound understanding of GLI’s product & service offerings and the ability to translate that into success for our customers.
• Lead and coordinate recovery plans to mitigate risk & restore trust in pressure situations.
• Implement GLI's procurement, operations, and pricing strategies for new and existing customers to increase profitability.
• Participate in continuous improvement efforts, providing feedback to optimize internal processes and customer experiences
• Monitor client health metrics and proactively address churn risks through early interventions and relationship-building
• Support new product launches and major changes by aligning expectations, coordinating resources, procuring material, and ensuring smooth delivery to clients.

Requirements

POSITION QUALIFICATIONS:

Competencies

An ISA/CS Representative must have a passion for creating a remarkable customer experience while identifying opportunities to develop cost-effective solutions for GLI and our customers. He/she must be able to multitask and change gears quickly and effectively. As GLI is looking to advance and grow, the ISA/CSR must also be able to adapt to new requirements and see change as a challenge/growth opportunity, not just a requirement.

• Education: Bachelor’s degree with relevant experience also considered
• Experience: Basic understanding of project management, customer experience, & vendor relations
• Computer Skills: Proficiency with CRM platforms and Microsoft Office Suite (Excel and Outlook)
• Certificates & Licenses: N/A

Other Skills, Attributes, and Abilities

• Excellent written, verbal, and interpersonal communication skills for an effective interface with all internal and external contacts
• Exceptional organization & prioritization skills, process & detail oriented, and multitasking skills
• Effective time-management skills with the ability to manage multiple priorities
• High level of integrity, respect, and humility
• Lifelong learners who are willing to share their knowledge and experience for the betterment of the team, company, and community