Sales Support Specialist

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 ePac. The Sales Support Specialist acts as the “heartbeat” of the project team, supporting the planning, execution and closing of projects.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• SCHEDULING AND PLANNING
• Monitor production schedules and timelines to accurately forecast and communicate project completion, shipment and/or delivery to customers
• Create and release job tickets that supports each project through production
• Enters Customer Orders in ERP system (MS PrintVis)
• Provide timely and accurate management of customer transactions
• Processes customer orders/changes/returns in alignment with defined policies and processes
• PROJECT MONITORING
• Covers project milestones and deliverables
• Coordinates with on-site Planners to monitor production schedules and timelines and provide accurate updates to customers regarding project completion
• INTERDEPARTMENTAL COORDINATION
• Determines project resources and capabilities
• Coordinates with internal teams and external customers to bring project to completion
• Utilizes Salesforce to manage communication with sales team, customers and on-site management
• Coordinates with Sales team to provide customer with Best In Class Experience
• Coordinates with Quality department to ensure proper creation of CARs, as applicable, and communication to customers
• RISK MITIGATION
• Manages schedule interruptions and troubleshoot project delays as needed
• Aids on-site teams with identifying risks, delays and bottlenecks to maintain project completion deadlines
• Aids in developing plans to mitigate risks to on-time project completion
• Coordinates with Finance to resolve account discrepancies
• COMMUNICATION
• Provides timely and accurate information regarding project order status and product knowledge requests
• Provides timely feedback to stakeholders regarding service failures and customer concerns
• Creates and releases 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
• Provides coverage across plants during team absences
• Performs other duties as assigned

JOB KNOWLEDGE, SKILLS & ABILITIES

• Experience in manufacturing, packaging, printing, or a fast-paced production environment is preferred but not required
• Familiarity with print production or artwork approval processes is a plus
• Excellent customer service via phone, email and in person
• Experience supporting customer quotes, timelines, or project expectations is a plus
• Strong organizational and time management skills
• Strong computer navigation skills with the ability to work across multiple systems and applications simultaneously
• Experience using online order entry or workflow management systems is 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 or customer support role
• Experience overseeing and/or supporting customer orders or projects through the full lifecycle, from start to finish, in an office or manufacturing setting
• Experience working in a manufacturing environment (a plus)
• Proficiency in data entry and general computer systems

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

BENEFITS

• 3 Medical Options
• Dental
• Vision
• Employer paid Short and Long term disability
• 401K with employer match
• 120 hours Paid Time off
• 10 paid holidays
• Potential for company bonus
• and more!