Sales & Customer Support Representative

Sales & Customer Support Representative

Position Summary

The Sales Operations & Customer Support Coordinator provides administrative, operational, and customer support functions that enable efficient order execution, account management, and sales team performance. This role serves as a key liaison between customers, sales representatives, operations, and logistics to support equipment orders, customer onboarding, order processing, and ongoing account service. The position also maintains accurate data and reporting within NetSuite and supports internal initiatives that strengthen customer experience and business growth.

Essential Duties and Responsibilities

Order Management & Customer Support

• Process and coordinate equipment and retrofit orders from initiation through completion.
• Support order entry, order tracking, and ongoing order management activities.
• Provide customer communication support including order status, shipping updates, and general account inquiries.
• Create, maintain, and manage customer service cases to ensure timely issue resolution and follow-up.
• Serve as backup support for outbound freight scheduling and shipment coordination.

Customer Account Management

• Initiate and complete new customer setup processes, ensuring accuracy and completeness of account information.
• Manage in-house customer accounts and support ongoing account maintenance activities.
• Track and manage non-film sample requests and maintain related records.
• Coordinate customer welcome packages and support customer onboarding initiatives.

Sales & Representative Support

• Support National, Corporate, and high-volume Consumable Sales Representatives with:
• Order processing and administration
• Customer communications and follow-up
• Account coordination activities
• Provide administrative and operational support to the Sales Director, including:
• Meeting preparation, setup, support, and post-meeting coordination
• Training event setup and logistical support

Systems, Reporting & Administrative Support

• Maintain and manage customer records within NetSuite to ensure data integrity.
• Generate reports and provide operational and sales-related reporting as requested.
• Coordinate shipping communications with sales representatives and internal stakeholders.
• Manage customer-facing marketing materials and inventory of marketing supplies.
• Support preparation and distribution of customer marketing packages and communications.

Qualifications

• Team player mentality.
• Associate’s or Bachelor’s degree in Business Administration, Sales Operations, Supply Chain, Marketing, or related field preferred; equivalent experience considered.
• 2–5 years of experience in customer service, sales support, account coordination, order management, or industrial/manufacturing environments preferred.
• Experience using ERP systems; NetSuite experience strongly preferred.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
• Detail-oriented with strong problem-solving and follow-through capabilities.

Key Competencies

• Customer Focus
• Organization & Prioritization
• Communication & Collaboration
• Accuracy & Data Management
• Initiative & Accountability
• Adaptability in a fast-paced environment
• Logistics and order coordination awareness

Work Environment

Primarily office-based within an industrial packaging and manufacturing environment with regular interaction across sales, customer service, operations, and logistics teams.

Culture

At SWS PACKAGING we take our team approach seriously and we stand behind our Team Mission Statement:

Working together as a team. Working together with a common goal in mind. Working side by side with our peers with empathy and compassion. Maintaining an attitude of positivity towards each other and understanding that when we are together, going in the same direction, everything comes together better. Knowing we are all unique individuals with different skills as well as different weaknesses and accepting these differences in a non-judgmental way. Helping, teaching, and working together instead of being critical and dividing.

We are looking for people who will stand behind this culture of teamwork; true “team-players”. If that’s you then we welcome your application!

Pay: $21.00 - $25.00 per hour

Benefits:

• 401(k) 4% Match
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Customer Service: 2 years (Required)

Work Location: In person

Salary : $21 - $25