GPO Implementation Specialist Customer Success

Global Industrial - Port Washington, NY

Full-time

Port Washington, NY

Heavy and Civil Engineering Construction

About the position

The GPO Implementation Specialist in Customer Success at Global Industrial is responsible for managing the onboarding process for new Group Purchasing Organization (GPO) customers. This role involves coordinating activities between customers and the company, ensuring a smooth go-live process, and providing training and support to customers. The specialist will work closely with various internal teams to enhance customer experience and streamline processes.

Responsibilities

• Own the onboarding process for new GPO customers and GPOs, including go live process, customer accounts and preferences, billing/invoice setup, EDI punchouts, and credit lines.
• Work closely with National Account Directors to align and refine the process for adding customers.
• Coordinate and communicate activity between customers and Global Industrial.
• Create account(s) in PCS including notes, pricing, and possible custom core products.
• Manage special inventory or stocking needs identified and communicated with DCs.
• Create and communicate account logins and train customers on the process as needed.
• Engage the Ecommerce or E-procurement teams if punchout is needed and manage the process end to end including training, ordering, and reporting.
• Work with marketing on the creation of announcements, marketing pieces, welcome emails, login/password info, first order coupon, etc., and send the welcome kit to customers.
• Work with internal sales teams to help with GPO education and acquisition best practices.

Requirements

• College Degree with technical aptitude and a high attention to detail.
• Ability to work and connect with customers via phone and email.
• Successful experience with customer service, sales, or product management.
• Exceptional communication skills both verbally and written.
• Act with initiative and actively problem solve while working independently.
• Keen attention to details and deadlines with an eye toward process improvements.
• Strong PC skills in MS Word, Excel, and PowerPoint.