Sales Support Specialist

ePac Flexible Packaging; Montreal; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading flexible packaging firm in Montreal is seeking a Sales Support Specialist to manage customer jobs, provide excellent customer service, and collaborate with various teams. This role requires 2-3 years of customer service experience and strong time management skills. Benefits include health insurance, vacation entitlement, and a collaborative work environment.

Benefits

15 days vacation entitlement

Company-paid health, dental, and vision insurance

RRSP plan with a 3% company match

Qualifications

• 2-3 years in a customer service role.
• Experience in a manufacturing environment.
• Industry-specific customer relations experience is a plus.

Responsibilities

• Assist in estimating for customers.
• Manage troubleshooting of emergency orders.
• Provide accurate information on order status.

Skills

Customer service skills

Time management

Adaptability

Basic IT skills

Familiarity with web-to-print systems

Education

Associates degree with relevant major

Tools

Microsoft PrintVis

Salesforce

Word

Excel

Google Suites

Job description

ePac Flexible Packaging is a rapidly growing company with locations across the United States, Canada, Europe, Africa, and Indonesia. Built on breakthrough digital printing, ePac is at the forefront of advanced technology and manufacturing. Our mission is to enable locally-based consumer packaged goods companies to compete with large brands through innovative packaging solutions. Our customers are primarily small and medium-sized CPGs focused on natural and innovative products. Since opening our first manufacturing facility, our mission has been to help small brands gain big brand presence, contribute to community and sustainability efforts, and promote a circular economy.

SUMMARY OF POSITION

The Sales Support Specialist manages customer jobs from order approval to finished product, handling all front office and production aspects. This role provides excellent customer service to internal and external clients by leveraging deep product and program knowledge and effective communication within the customer service team.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Assist in estimating for customers.
2. Create and approve job tickets for the shop floor.
3. Support the plant manager with emergency issues.
4. Communicate project timelines and updates to customers.
5. Manage troubleshooting of emergency orders.
6. Participate in meetings with production and front office staff.
7. Enter customer orders into the ERP system (Microsoft PrintVis).
8. Use Salesforce to manage communications with sales, customers, and management.
9. Follow up on all customer transactions promptly.
10. Coordinate with the quality department to ensure CARs are created and communicated.
11. Provide accurate information on order status and product knowledge.
12. Process customer orders, changes, and returns per department policies.
13. Collaborate with the credit department to resolve disputes.
14. Provide feedback on service failures or customer concerns.
15. Partner with the sales team to exceed customer service expectations.

NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Send out samples to customers.
2. Package orders for delivery.
3. Assist other staff during staffing shortages.
4. Perform other duties as assigned.

JOB KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of flexible packaging is preferred but not required.
• Experience with digital printing on flexible packaging.
• Understanding of film substrates is a plus.
• Excellent customer service skills via phone, email, and in person.
• Pre-press workflow knowledge is advantageous.
• Experience with estimates and managing customer expectations.
• Strong time management skills.
• Basic IT skills.
• Familiarity with web-to-print order systems is a plus.
• Deadline-driven with a sense of urgency.
• Adaptable and flexible.
• Customer-focused and action-oriented.
• Proficient in Word, Excel, and Google Suites.

EXPERIENCE AND EDUCATION

• 2-3 years in a customer service role.
• Associates degree with relevant major preferred.
• Experience in a manufacturing environment.
• Data-entry experience.
• Industry-specific customer relations experience is a plus.

BENEFITS

We offer a comprehensive benefits package including:

• 15 days (6%) vacation entitlement.
• Statutory holidays.
• Company-paid health, dental, and vision insurance.
• Life insurance, ADD, short-term and long-term disability.
• RRSP plan with a 3% company match.

WORK ENVIRONMENT

• Primarily in a professional office setting with some time on the production floor.
• Potential exposure to moving mechanical parts and vibrations.
• We promote a collaborative, cross-trained workforce with opportunities for operational training and career advancement.