ePac Flexible Packaging is a global flexible packaging company with locations across the United States, Canada, Europe, Australia, and Indonesia. Built on break-through digital technologies, ePac is at the crossroads of advanced technology and manufacturing. As a start-up in 2016, ePac began with a focus on helping small and medium sized brands compete with great packaging, and today serves thousands of brands of all sizes. In all corners of the world ePac operates, the company strives to serve the communities in which we reside and contribute to the creation of a more sustainable, circular economy.

　　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 the customer service department.

　　T he salary range for this full-time position is $22/hr plus depending on skills and experience.

　　ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

　　Assists in estimating for customers

　　Creates and approves 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

　　Assists other plant employees with tasks when staffing is an issue

　　Performs other duties as assigned

　　JOB KNOWLEDGE, SKILLS & ABILITIES

　　Flexible packaging knowledge is preferred but not a must

　　Knowledge of film substrates used in the industry is preferred but not a must 

　　Excellent customer service via phone, email and in person 

　　Pre-press and pre-press workflow knowledge a plus

　　Knowledge of estimates and customer expectation a plus

　　Excellent time management skills

　　Basic IT structure knowledge 

　　Knowledge of a web to print order system 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-related field

　　Associates degree with relevant major preferred

　　Experience working in a manufacturing environment

　　Computer data-entry experience

　　Preferably 1+ years industry-specific customer relations experience. 

　　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

　　ePac believes in a collaborative and cross-trained workforce and encourages all employees to learn all facets of our company. This role will have the ability to learn and train on operational functions throughout the company for career advancements

　　ePac is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EEO Poster (https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf)

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