ITG Brands is the third-largest tobacco company in the USA with offerings of some of the most well-known cigarette, cigar, and e-vapor brands. As a member of the globally recognized Imperial Brands PLC family, we are a forward-thinking partner with operational integrity.
ITG Brands is committed to putting consumers at the center of what we do, while creating an innovative workplace where inclusion, creativity, and bold thinking drive progress. This empowers us to bring our true selves to work, to collaborate more effectively through showing our passion and being confident to bring new ideas to the table.
We are not afraid to seize opportunities and make things happen – both individually and collaboratively. We strive to exceed expectations by seeing things differently and doing things differently. This truly is a place where we all share a challenger mindset which drives our success.
The Customer Support Specialist serves as a critical support partner to Field Sales, Retail, Chain, and Wholesale customers by providing professional customer service, case management, and system support within Salesforce CRM and related business applications. This role is responsible for supporting the successful execution of sales programs, resolving account and payment-related inquiries, maintaining data integrity, and supporting operational processes that drive customer satisfaction and sales effectiveness. The position acts as a liaison between Sales, Operations, Finance, IT, and other business partners to ensure timely resolution of issues and seamless execution of company initiatives.
Customer Support & Case Management
Provide professional support through phone, email, and Salesforce case management systems. Manage and resolve inquiries from Direct Accounts, Retail Accounts, Chain Accounts, Wholesale Customers, and Field Sales teams. Ensure prompt and accurate resolution of customer issues while maintaining service-level expectations. Escalate complex issues appropriately and track cases through resolution. Document customer interactions, solutions, and trends within Salesforce.
Knowledge Sharing & Sales Execution Support
Serve as a subject matter expert on CRM processes, sales execution programs, and account management procedures.
Provide best-practice guidance and solution-based support to all levels of Field Sales.
Support Field Sales teams in executing programs and activities within Salesforce and related systems as needed.
Educate users on portal functionality, account management tools, and key business processes.
Assist users with troubleshooting system functionality, process questions, and execution-related challenges.
Support inquiries received through Client Services channels.
Process, Account & Payment Management
Review, validate, and approve Payment requests.
Respond to payment inquiries and determine whether issues are system-related, process-related, or user-related.
Collaborate with internal partners to resolve Tax ID, ACH, and account setup discrepancies.
Research and resolve payment issues involving enterprise systems, including SAP and Salesforce.
Support account data integrity and ensure accurate customer information across systems.
Data Management & Reporting
Partner with reporting teams to identify root causes and corrective actions.
Monitor account and payment data to ensure accuracy and compliance with company standards.
Utilize Salesforce reporting and case management tools to track trends and identify opportunities for improvement.
Cross-Functional Collaboration
Partner with Sales, Finance, Operations, IT, Marketing, and other internal departments to support company initiatives.
Collaborate with internal stakeholders to ensure successful execution of merchandising programs, buydowns, WDPs, promotions, and other sales initiatives.
Serve as a communication bridge between field teams and corporate support functions.
Participate in testing, process implementation, and continuous improvement initiatives.
Continuous Improvement
Track customer interactions, recurring issues, and system challenges to identify process improvement opportunities.
Recommend enhancements to workflows, reporting, and CRM functionality.
Support process documentation, training materials, and knowledge base development.
Contribute to initiatives that improve customer experience, operational efficiency, and sales execution effectiveness.
Perform other job-related duties as assigned.
Skilled in:
Ability to:
Annual Base Salary Range: $59847.00 - $79795.00
Final compensation will be determined based on experience, qualifications, and internal equity. This role may also be eligible for annual bonus or incentive compensation.
This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.
ITG Brands and ITG Cigars provides equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us at TalentAcquisition@itgbrands.com.
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