Sales Support Specialist

ePac Flexible Packaging has locations across the United States, Canada, Europe, Africa, Southeast Asia, and Australia. Built on break‑through digital printing, ePac is at the crossroads of advanced technology and manufacturing. ePac’s mission is to provide consumer packaged goods companies with the ability to compete with large brands with great packaging. Our customers are predominantly small and medium‑sized CPGs, many of whom focus on creating natural and innovative products for their consumers. Since opening our first manufacturing facility in 2016, our mission has been clear – to help small brands obtain big brand presence, give back to the communities we serve and contribute to the creation of a more sustainable, circular economy. This role offers a competitive salary range from $23-26 per hour, depending on skills and experience, with a generous leave and benefits package. Benefits package includes: 3 Medical Options 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!

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 support each project through production Enter Customer Orders in ERP system (MS PrintVis) Provide timely and accurate management of customer transactions Process customer orders/changes/returns in alignment with defined policies and processes

PROJECT MONITORING

Coordinate with on‑site Planners to monitor production schedules and timelines and provide accurate updates to customers regarding project completion Track project milestones and deliverables

INTERDEPARTMENTAL COORDINATION

Coordinate with on‑site teams to determine project resources and capabilities Coordinate with internal teams and external customers to bring project to completion Utilize Salesforce to manage communication with sales team, customers and on‑site management Coordinate with Sales team to provide customer with Best In Class Experience Coordinate with Quality department to ensure proper creation of CARs, as applicable, and communication to customers

RISK MITIGATION

Coordinate with on‑site teams to manage schedule interruptions and troubleshoot project delays as needed Assist on‑site teams with identifying risks, delays and bottlenecks to maintain project completion deadlines Assist with developing plans to mitigate risks to on‑time project completion Coordinate with Finance to resolve account discrepancies

COMMUNICATION

Provide timely and accurate information regarding project order status and product knowledge requests Provide timely feedback to stakeholders regarding service failures and customer concerns Create and release job tickets for the shop floor Assist plant manager with any emergency problems Communicate with customers on updates for projected timelines for projects Manage troubleshooting of emergency orders for customers Participate in meetings with production staff and front office staff Enter Customer Orders in ERP system (Microsoft PrintVis) Utilize Salesforce to manage communications with sales team, customers and management Follow up on all customer transactions in a timely manner Ensure CARs are created by quality department and communicated to customer Provide timely and accurate information to incoming customer order status and product knowledge requests Process customer orders/changes/returns according to established department policies and procedures Work closely with the credit department to resolve disputed credit items Provide timely feedback to internal team members regarding service failures or customer concerns Partner with the sales team to meet and exceed customer service expectations

NON‑ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Sends out sample products to customers Provide coverage across plants during team absences Perform 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 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. #J-18808-Ljbffr ePac LLC