Service to Sales Specialist

The Service to Sale Specialist role at Mac Papers and Packaging, a member of the Customer Success organization, is part of a team of highly motivated, customer-oriented individuals seeking to deliver exceptional experiences by serving as the vital link between our company and our customers. This role is responsible for the sales management, order processing, and customer relationship management of our inside-serviced customer accounts, a key growth segment of Mac’s customer portfolio. (This is meant to be a guide. Duties may vary dependent upon management.)

 Essential Position Functions:

• Perform customer support duties and build rapport with customers by providing product information, explaining solution benefits, and addressing questions via phone, email, chat, and other virtual tools
• Manage inbound sales channels to identify and qualify new customer opportunities through web inquiries and referrals.
• Support the sales process by guiding potential customers through registration and onboarding, ensuring a smooth transition into active accounts.
• Identify new opportunities for growth within current customers.
• Complete sales process management and order execution for customers in our inside-managed segment by processing incoming orders to customer order specifications via phone, email, and e-commerce 
• Manage and process quotes for customers and provide pricing, discounting, and shipping charges as required
• Work with sourcing and procurement teams to respond to complex customer requests for bespoke items and equipment sales
• Proactively notify customers of changes and addressing customer concerns in order and fulfillment process including daily updates of order issues and delivery changes
• Use technology platforms to document customer interactions, maintain customer records, and generate sales reports and presentations as necessary
• Manage a portfolio of customer follow up actions, including account and customer health, receivables, and churn management responsibilities 
• Maintain daily open order, problem order, and allocation reports to monitor sales status and provide feedback to customers and management
• Gather customer feedback and present to line and group leadership to assist Mac in refining product offering and service strategies
• Build relationships with cross-departmental leaders and customers to address and resolve post-sale customer issues and disputes.
• Other duties as assigned.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required.  It does not prescribe or restrict the work that may be assigned.  Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Education and/or Experience: 

• High school diploma or GED required.  
• Minimum of 2 years in a customer service or inside sales position.
• Merchant distribution experience preferred.
• Excellent people and relationship skills.
• Proven attention to detail.
• Experience using ERP, CRM, service management, and contact center technologies
• Ability to multitask and prioritize workload.
• Must have intermediate Microsoft Office (Word, Excel, Outlook) skills. 
• Must be able to efficiently use a Windows-based computer.
• Ability to prioritize and complete assignments accurately and in a timely manner.
• Able to effectively handle multiple priorities with a strong attention to detail in a fast-paced environment.
• Strong interpersonal, organizational, oral and written communications skills.
• Must be able to read and communicate in English, for safe and effective performance of the job and business operations.
• Must be bilingual in Spanish/English.
• Must be able to work alone, and with a team.
• Must be able to pass a drug screen and criminal background check.

Work Environment:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Regularly required to walk and stand continuously for long periods of time.
• Talk or hear, both in person and by telephone.
• Reach with hands and arms.
• Specific vision requirements include close vision, distance vision and the ability to adjust focus.
• Lift up to 25 lbs.

Mental Demands

• Regularly required to use written and oral communication skills.
• Will interact regularly with managers and staff.
• Must be able to work independently with little supervision.

Work Environment

• Employee works under typical office conditions, and the noise level is usually quiet.

Mac Papers Packaging is an equal opportunity employer and makes employment decisions without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other protected category.