Checkpoint Systems, a division of CCL Industries, is a global leader in merchandise availability solutions for B2B and B2C retailers, encompassing loss prevention, merchandise visibility and IoT product ecosystems that work in concert to drive profitability and enhance the customer experience. Checkpoint Systems provides end-to-end solutions enabling retailers to achieve accurate real-time inventory, accelerate the replenishment cycle, prevent out-of-stocks and reduce theft, thus improving merchandise availability and the shopper’s experience. Our intelligent retail solutions are built upon 49 years of radio frequency technology expertise, innovative high-theft and loss-prevention solutions, market-leading RFID hardware, software, cloud-based SaaS, and customizable labeling and EAS antennas capabilities, to brand, secure and track merchandise from source to shelf.  Our customers include many of today’s top brick and click retailers, offering an array of customizable solutions for Drug, Supermarket, Apparel, Electronics, General Merchandise and Big Box stores.  Global headquarters is located in Thorofare, NJ, and features a state-of-the-art Customer Experience Center, showcasing Intelligent Retail Store solutions.

Checkpoint Systems operates in every major geographic market and employs over 4,000 people worldwide. We offer a competitive compensation package and comprehensive benefits package that includes life, health, dental and vision, 401(k), flexible spending accounts and tuition reimbursement. We care about our people as they are the key to our success. We also provide an open and friendly work environment where we empower people with opportunities to collaborate with global teams, launch innovative products, and grow professionally with a dynamic organization.  

EEO AAP Employer/Vet/Disabled 
Drug Free Workplace

The Customer Service Program Manager is the day-to-day front-line liaison between Checkpoint Teams and Loss Prevention personnel for national accounts or large retail customers.  The Program Manager is responsible for managing loss prevention programs from start to finish: customer overview, onboarding account set-up process, customer requirements, quoting / proposals creation, purchase order review, sales order processing, management of shipment and dates, coordination of scheduling and tracking successful completion of all activities.

Job Responsibilities

MANAGE EAS INSTALLATION ACTIVITIES

• Coordinates and manages the customer’s installation plan. Store rollouts, ongoing maintenance, new, relocation, remodel, and special store projects.
• Works alongside the sales team to gain an understanding of the customer’s specific retail chain needs and participates in the planning phases.
• Works alongside project management to assess layouts, floor plans, scopes of work, and other necessary documentation needed for installation. Ensuring the customers equipment and installation requirements are being met.
• Submits /prepares quotes for projects – obtaining approvals.
• Coordinates and manages the scheduling for all store location activities with the resource planning team, field service and customers.
• Analyzes overall project status on a continually basis to guarantee we are successfully meeting milestones and target dates while efficiently managing our costs. 

COORDINATE INTERNAL EFFORTS

• Analyzes overall project status on a continually basis to guarantee we are successfully meeting milestones, target dates, and efficiently managing our costs. 
• Drives Checkpoint costs down while ensuring revenue is recognized immediately
• Assess equipment availability for upcoming projects.  Coordinates with Supply Chain and Sales to ensure the customers forecast is aligned.
• Coordinates product shipment to meet installation deadlines.
• Partners with Scheduling & Field Service to ensure all internal requirements are met to complete installations by customer deadlines & specification.
• Monitors & analyzes individual installations and full project status. 
• Identifies solutions with internal teams to keep projects on track (backorders, equipment changes, shipment delays, timeline changes, site issues, permit concerns).
• Utilizes customer portals: managing label orders, work orders, and service requests.
• Maintains up-to-date customer profiles, system pricing, and catalogs in SAP & Checknet
• Provides Billing Team with customer invoicing requirements – processes credits and debits when necessary to properly adjusts customers’ accounts for rebates, errors, or additional charges.
• Assists Credit/Collections team with past due accounts.
• Supports Service & Contracts department for ongoing service management.
• Supports customers’ requests for reporting / history- equip quantities, spend.
• This role is highly engaged with the customer and is the main line of contact.

SUPPORT CUSTOMER GROWTH

• Primary point of contact for customer, assisting Sales in managing & building the relationship.
• Understands and implements a successful loss prevention program.
• Attends Customer meetings and provides feedback to Checkpoint Sales & Leadership.
• Strategizes with Sales on future forecasting and cross-selling opportunities. 

COVID-19 Vaccination

• It is a requirement of this position that the employee be fully vaccinated against COVID-19, subject to valid medical and religious exemptions.

Education

• Associate's or Bachelor’s Degree a plus

Experience

• 2+ years of customer service or service account management required
• 1+ years of customer program management experience a plus
• Retail loss prevention or facility services experience a plus

Knowledge, Skills & Abilities

• Advanced Excel & Word skills required
• SAP or equivalent sales order processing systems experience required
• Business reports experience a plus
• Strong organizational skills and ability to multi-task in fast-pace environment a must.
• Ability to manage multiple priorities and identify solutions
• Background in basic financial analysis and ROI calculation a plus
• Excellent verbal & written communication skills.  Ability to effectively communicate with internal & external customers
• Demonstrated problem-solving skills
• Ability to travel to meet customers occasionally (<10% of the time)

All your information will be kept confidential according to EEO guidelines.