Customer Success Associate

About the role

The Customer Success Associate role at Mac Papers and Packaging is part of an integrated commercial team. You'll join a dynamic team dedicated to building meaningful relationships, solving challenges, and supporting the success of our customers across diverse industries.

Responsibilities

• Serve as the primary internal contact for a set of assigned customers, supporting a team of outside salespeople, ensuring a responsible, knowledgeable, customer-first experience
• Build trusted relationships with key contacts to understand needs, buying behaviors, and service expectations
• 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
• Complete sales process management and order execution for customers by processing incoming orders to customer order specifications via phone, email, and e-commerce
• Maintain proactive communication with customers regarding order status, delivery updates, and product availability
• Process quotes, orders, returns, and credits accurately and efficiently in the ERP system
• Monitor open orders, backorders, and shipments to ensure timely fulfillment and proactive problem resolution
• Work with sourcing and procurement teams to respond to complex customer requests for bespoke items and equipment sales
• Facilitate new customer onboarding by ensuring accurate account setup, guiding them through the credit approval process, coordinating item setup and assisting with initial order placement
• Provide customer with guidance on ordering platforms, account access, and self-service tools including Ez Mac Connect and Bill Trust
• Partner with Account Managers to ensure customers are aware of Mac Paper's full portfolio of solutions, programs, and digital resources
• Identify opportunities to expand customer purchasing across product lines and assist in coordinating value-added services such as equipment programs, inventory management, and custom packaging solutions
• Use technology platforms to document customer interactions, maintain customer records, and generate sales reports and presentations as necessary
• 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
• During customer interaction, if an account is 1 – 30 days past due, engage with the customer to provide notice, address any billing disputes and ideally secure payment or provide alternate solutions

Requirements

• High school diploma or GED required
• Minimum of 3+ years in customer service, inside sales, or customer success positions
• Merchant distribution experience preferred
• Experience and familiarity with paper, packaging, or wide format products and solutions
• Excellent people and relationship skills
• Proven attention to detail with collaborative and team-oriented mindset
• Experience using ERP, CRM, service management, and contact center technologies
• Intermediate Microsoft Office (Word, Excel, Outlook, Windows) skills
• Able 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
• Able to work alone, and with a team
• Able to pass a drug screen and criminal background check

Qualifications

• Education: High school diploma or GED

Skills

• Customer Service
• Inside Sales
• Customer Success
• ERP Systems
• CRM Systems
• Service Management
• Contact Center Technologies
• Microsoft Office Suite

Benefits

N/A

Pay

N/A

Schedule

N/A