ePac Flexible Packaging is a global flexible packaging company with locations across the United States, Canada, Europe, Australia, and Indonesia. Built on break-through digital technologies, ePac is at the crossroads of advanced technology and manufacturing. As a start-up in 2016, ePac began with a focus on helping small and medium sized brands compete with great packaging, and today serves thousands of brands of all sizes. In all corners of the world ePac operates, the company strives to serve the communities in which we reside and contribute to the creation of a more sustainable, circular economy.

SUMMARY OF POSITION

The Sales Support Specialist manages customer jobs from order approval to finished product, including all front office and production aspects. This position is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.The salary range for this full-time position is $20/hr plus depending on skills and experience

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

• Assists in estimating for customers
• Creates and approves job tickets for the shop floor
• Assists plant manager with any emergency problems
• Communicates with customers on updates for projected timelines for projects
• Manages trouble-shooting of emergency orders for customers
• Participates in meetings with production staff and front office staff
• Enters Customer Orders in ERP system (Microsoft PrintVis)
• Utilizes Salesforce to manage communications with sales team, customers and management
• Follows up on all customer transactions in a timely manner
• Ensures CARs are created by quality department and communicated to customer
• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Works closely with the credit department to resolve disputed credit items.
• Provides timely feedback to internal team members regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customer service expectations.

NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

• Sends out sample products to customers
• Packages orders for delivery
• Assists other plant employees with tasks when staffing is an issue
• Performs other duties as assigned

JOB KNOWLEDGE, SKILLS & ABILITIES

• Flexible packaging knowledge is preferred but not a must
• Knowledge of film substrates used in the industry is preferred but not a must 
• Excellent customer service via phone, email and in person 
• Pre-press and pre-press workflow knowledge a plus
• Knowledge of estimates and customer expectation a plus
• Excellent time management skills
• Basic IT structure knowledge 
• Knowledge of a web to print order system a plus
• Must be deadline driven and have a sense of urgency
• Must be adaptable and flexible 
• Must have a great customer focus and be action oriented
• Should have experience in Word, Excel and Google Suites

EXPERIENCE AND EDUCATION

• 2-3 years of experience in a customer service-related field
• Associates degree with relevant major preferred
• Experience working in a manufacturing environment
• Computer data-entry experience
• Preferably 1 years industry-specific customer relations experience. 

WORK ENVIRONMENT

• Most of the time in a professional office setting with some regular time on the production floor.
• While performing the duties of this job, the employee could be around, moving mechanical parts and vibration
• ePac believes in a collaborative and cross-trained workforce and encourages all employees to learn all facets of our company. This role will have the ability to learn and train on operational functions throughout the company for career advancements

ePac is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EEO Poster