Customer Success Associate

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. Engage with customers on accounts 1 – 30 days past due to provide notice and ideally secure payment or provide alternate solutions. Other duties as assigned. 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. Ability to multitask and prioritize workload. Must have intermediate Microsoft Office (Word, Excel, Outlook, Windows) skills. Ability 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 communication skills. Must be able to read and communicate in English, for safe and effective performance of the job and business operations. Must be able to work alone, and with a team. Must be able to pass a drug screen and criminal background check. #J-18808-Ljbffr