Description

The Customer Success Associate role at Mac Papers and Packaging, a member of the Customer Success organization, is part of an integrated commercial team working with account managers, strategic accounts, and white-glove customer segments. You'll join a dynamic team dedicated to building meaningful relationships, solving challenges, and supporting the success of our customers across diverse industries. (This is meant to be a guide. Duties may vary dependent upon management.)

Essential Position Functions:

• 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.
• During customer interaction, if an account is 1 - 30 days past due, engage with the customer to provide notice, address any billing disputes and ideally secure payment or provide alternate solutions.
• Other duties as assigned.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Education and/or Experience:

• 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 communications 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.

Work Environment:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Regularly required to walk and stand continuously for long periods of time.
• Talk or hear, both in person and by telephone.
• Reach with hands and arms.
• Specific vision requirements include close vision, distance vision and the ability to adjust focus.
• Lift up to 25 lbs.

Mental Demands

• Regularly required to use written and oral communication skills.
• Will interact regularly with managers and staff.
• Must be able to work independently with little supervision.

Work Environment

• Employee works under typical office conditions, and the noise level is usually quiet.

Mac Papers + Packaging is an equal opportunity employer and makes employment decisions without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other protected category.