Sales Support Specialist in Chino, California at ePac Holdings, LLC

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 the ability to compete with large brands with great packaging. Our customers are predominantly small and medium-sized CPGs, many of whom are focused 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.

https://epacflexibles.com/

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 OptionsDentalVisionEmployer paid Short and Long term disability401K with employer match120 hours Paid Time off10 paid holidaysPotential for company bonusand 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 customersCreate and release job tickets that supports each project through productionEnters Customer Orders in ERP system (MS PrintVis)Provide timely and accurate management of customer transactionsProcesses customer orders/changes/returns in alignment with defined policies and processes

PROJECT MONITORING

Coordinates with on-site Planners to monitor production schedules and timelines and provide accurate updates to customers regarding project completionTrack project milestones and deliverables

INTERDEPARTMENTAL COORDINATION

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

RISK MITIGATION

Coordinates with on-site teams to manage schedule interruptions and troubleshoot project delays as neededAssists on-site teams with identifying risks, delays and bottlenecks to maintain project completion deadlinesAssists with 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 requestsProvides timely feedback to stakeholders regarding service failures and customer concerns. Creates and releases job tickets for the shop floorAssists plant manager with any emergency problemsCommunicates with customers on updates for projected timelines for projectsManages trouble-shooting of emergency orders for customersParticipates in meetings with production staff and front office staffEnters Customer Orders in ERP system (Microsoft PrintVis)Utilizes Salesforce to manage communications with sales team, customers and managementFollows up on all customer transactions in a timely mannerEnsures CARs are created by quality department and communicated to customerProvides timely and accurate information to incoming customer order status and product knowledge requestsProcesses customer orders/changes/returns according to established department policies and proceduresWorks closely with the credit department to resolve disputed credit itemsProvides timely feedback to internal team members regarding service failures or customer concernsPartners with the sales team to meet and exceed customer service expectations

NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Sends out sample products to customersPackages orders for deliveryProvide coverage across plants during team absencesPerforms other duties as assigned

JOB KNOWLEDGE, SKILLS & ABILITIES

Experience in manufacturing, packaging, printing, or a fast-paced production environment is preferred but not requiredFamiliarity 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 plusStrong organizational and time management skillsStrong 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 plusMust be deadline driven and have a sense of urgencyMust be adaptable and flexible Must have a great customer focus and be action orientedShould have experience in Word, Excel and Google Suites

EXPERIENCE AND EDUCATION

2–3 years of experience in a customer service or customer support roleExperience overseeing and/or supporting customer orders or projects through the full lifecycle, from start to finish, in an office or manufacturing settingExperience 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 vibrationePac 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

The pay range for this role is:23 - 26 USD per hour(Los Angeles)