What are the responsibilities and job description for the Customer Support Specialist position at GPA?
GPA, as part of the Fedrigoni Group, is the market leader in substrate solutions for offset, digital, and wide-format printing, with a comprehensive offering of pressure-sensitive papers, printable films, eco-friendly substrates, digital and specialty papers, and more. Our foundation is built on consistently delivering a wide variety of superior products that help our partners and clients innovate and shape the printing industry. It is our continued focus on developing innovative solutions for our customers and their businesses, combined with the commitment to provide the best products in the marketplace that has positioned us as the industry leader.
Purpose and Main Priorities of the Role:
At GPA, we believe exceptional customer service is more than answering questions — it’s about creating trusted relationships, delivering solutions, and ensuring every customer interaction reflects our commitment to excellence.
We are looking for a Customer Support Specialist who thrives in a fast-paced environment, enjoys solving problems, and takes pride in providing a seamless customer experience. In this role, you will serve as a key connection point between customers, Sales, and internal departments to ensure accurate communication, timely execution, and world-class support.
This is an opportunity for someone who values teamwork, adaptability, and accountability, and who wants to make a meaningful impact every day.
Schedule: Monday–Friday | 8:00 AM – 5:00 PM
Work Environment: On-site with flexibility based on business needs
Your Responsibilities Will Include:
- Provide professional, timely, and customer-focused support via phone, email, and web inquiries.
- Process customer orders, quotes, sample requests, and custom orders accurately and efficiently.
- Assist customers with order status updates, product information, inventory availability, pricing, shipping details, and lead times.
- Proactively communicate order changes, delays, or issues to customers and Sales teams.
- Resolve customer concerns by collaborating cross-functionally with Sales, Purchasing, Finance, Production, Warehouse, and Merchandising teams.
- Monitor and manage customer service workflows, priorities, and open cases to ensure timely resolution.
- Support custom order processing by gathering complete order specifications and coordinating with internal teams.
- Assist with freight coordination, transportation quotes, returns, and shipment tracking.
- Maintain accurate customer account information and documentation within ERP and CRM systems.
- Participate in process improvement initiatives, SOP updates, and ongoing product training.
- Build strong relationships with customers while delivering a high level of professionalism, accuracy, and responsiveness.
- Support team coverage needs and contribute positively to a collaborative work environment.
Who Are We Looking For:
- 5 years of customer service experience, including order processing, quoting, and shipment tracking.
- Printing, paper, packaging, or related industry experience strongly preferred.
- High School Diploma required; college degree preferred.
- Strong verbal and written communication skills with a customer-first mindset.
- Excellent organizational and multitasking abilities in a fast-paced environment.
- Experience with ERP, CRM, and call-center software platforms.
- Advanced proficiency in Microsoft Office, particularly Excel and Word.
- Strong attention to detail and problem-solving skills.
- Ability to work independently while collaborating effectively across departments.
- Dependable, adaptable, and proactive with strong follow-up skills.
- Flexibility to support overtime and schedule adjustments when business needs arise.
- Ability to quickly learn complex product information and become a trusted resource for customers and internal teams.
Why Join GPA?
- Collaborative and team-oriented environment
- Opportunity to work closely with cross-functional teams and Sales operations
- A role that directly impacts customer satisfaction and business success
- Exposure to a dynamic and fast-moving industry
- Opportunities for professional growth and continued learning
- A company culture built on accountability, communication, and continuous improvement
Benefits:
- 401(k)
- Health, Dental, and Vision Insurance
- Paid Time Off
- Professional Development & Training Opportunities
- Employee Assistance Program
- Collaborative Team Environment
Work Location: Cerritos (CA)