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ePac LLC Sales Support Specialist in Boston, Massachusetts

ePac Flexible Packaging is focused solely on the quick turnaround, short run flexible packaging market. With multiple locations across the USA, ePac offers pre-media, digital printing, laminating, and pouch making services based on state-of-the-art digital printing. ePac is the first company ever to be developed from the ground up around the latest wide-web digital printing technology. ePac is built to harness the full power of digital technology, today and in the future.

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.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • Assists in estimating for customers

  • Creates and approves job tickets for the shop floor

  • Assists the plant manager with any emergency problems

  • Interacts with customers about projects in the shop

  • Communicates with customers on updates for projected timelines for projects

  • Manages trouble-shooting of emergency orders for customers

  • Participates in morning meetings for 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

  • Insures CAR?s 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 the company regarding service failures or customer concerns.

  • Partners with the sales team to meet and exceed customer?s service expectations

  • Helps manage the front end of the sales process by generating leads and prospecting in an effort to assist the sales team in filling the sales funnel, closing business and increasing sales revenue

  • Assists sales in setting appointments and preparing for sales calls by doing customer research and providing the Regional Sales Executive with key competitive and customer needs analysis.

NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • Sends out sample products to customers

  • Packages orders for delivery

  • Assists shop employees with tasks when staffing is an issue

  • Performs other duties as assigned

JOB KNOWLEDGE, SKILLS & ABILITIES

  • Flexible packaging knowledge

  • Knowledge of film substrates used in the industry

  • Customer service via phone, email and in person communication

  • Pre-press and pre-press workflow knowledge a plus

  • Knowledge of estimates and customer expectation

  • Time management skills

  • Basic IT structure knowledge

  • Knowledge of a web to print order system a plus

  • Deadline driven

  • Sense of urgency

  • Adaptability

  • Flexibility

  • Candidate should have a great customer focus, be action oriented, excelling in communication

  • Candidate should have experience in Word, Excel and Google Suites minimally.

EXPERIENCE AND EDUCATION

  • 2-3 years of experience 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 encourage 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

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