GPO Implementation Specialist Customer Success

Global Equipment Company - Port Washington, NY

Full-time

Port Washington, NY

Rental and Leasing Services

About the position

The GPO Implementation Specialist for Customer Success at Global Industrial plays a crucial role in ensuring a seamless onboarding experience for new Group Purchasing Organization (GPO) customers. This position is responsible for managing the entire onboarding process, which includes coordinating the go-live process, setting up customer accounts and preferences, establishing billing and invoice setups, and facilitating EDI punchouts and credit lines. The specialist will maintain communication with customers via email and phone to ensure that the onboarding process remains on track and meets the needs of the customers effectively. In collaboration with National Account Directors, the GPO Implementation Specialist will refine and align processes for adding new customers. This involves creating accounts in the Product Catalog System (PCS), which includes entering notes, pricing, and identifying potential custom core products. The specialist will also manage any special inventory or stocking needs that are communicated by Distribution Centers (DCs). Additionally, the role requires creating and communicating account logins, as well as training customers on the necessary processes. The specialist will engage with the Ecommerce or E-procurement teams when punchout capabilities are required, managing the process from start to finish, including training, ordering, and reporting. Furthermore, the specialist will collaborate with the marketing team to create announcements, marketing materials, welcome emails, and first-order coupons, ensuring that welcome kits are sent to customers promptly. This position also involves working closely with internal sales teams to educate them on GPO best practices and acquisition strategies.

Responsibilities

• Own the onboarding process for new GPO customers and new 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 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 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 our 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.