Sales Support Specialist (Customer Service Representative)

ePac LLC; United Kingdom; On-site; GBP 26,000 - 35,000; Full time

Job summary

A digital packaging company is looking for a Sales Support Specialist to provide exceptional service to customers throughout the UK. You will manage customer orders, ensure seamless communication, and support manufacturing operations. The ideal candidate has a strong customer service background, ideally in a manufacturing setting, and is proficient with ERP systems. This full-time role offers a competitive salary depending on experience and is based on-site in Chapeltown, Sheffield.

Qualifications

• Proven experience within a customer service-related field.
• Experience working in a manufacturing environment.
• Flexible packaging knowledge is preferred.

Responsibilities

• Manage customer jobs from order approval to finished product.
• Provide effective customer service for internal and external customers.
• Communicate effectively with team members within the customer service department.

Skills

Excellent customer service via phone, email and in person

Adaptable and flexible

Deadline driven and sense of urgency

Experience in Word, Excel and Google Suites

Education

Proven experience within a customer service-related field

Experience working in a manufacturing environment

Tools

ERP system (Microsoft PrintVis)

Salesforce

Job description

Passionate about delivering exceptional customer service? Join our team as a Sales Support Specialist (SSS) and provide exceptional support to our customers throughout the UK and Europe. As a SSS, you will process sales orders and liaise with customers at every stage of their orders journey to exceed their expectations.

With minimal lead times our environment is fast paced, service and deadline driven. Do you have what it takes?

Managing customer orders within a manufacturing setting would be advantageous but we are more interested in you and your previous successes.

£26,500 to £35,000 per annum depending on experience.
Location On site, Chapeltown, Sheffield UK
Full time, 40 hours, Monday to Friday. Permanent.

So who are we? Put simply, ePac provides digitally printed flexible packaging. We offer our customers fast and easy access to custom flexible packaging, with a mission to help small brands obtain big brand presence. We are technology driven and solution centred.

Our core values are;

• Provide exceptional customer service
• Help our customers grow
• Support the communities and local businesses we serve

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 the customer service department.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Assists in estimating for customers
• Creates and approves job tickets for the shop floor
• Assists plant manager with any emergency problems
• Communicates with customers on updates for projected timelines for projects
• Manages trouble‑shooting of emergency orders for customers
• Participates in meetings with production staff and front office staff
• Enters Customer Orders in ERP system (Microsoft PrintVis)
• Raises Customer Prepayment Invoices from the order in ERP system
• Utilises Salesforce to manage communications with sales team, customers and management
• Follows up on all customer transactions in a timely manner
• Insures CAR’s are created by quality department and communicated to customer
• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Works closely with the credit department to resolve disputed credit items.
• Provides timely feedback to internal team members regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customer’s service expectations.

NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Sends out sample products to customers
• Assists other plant employees with tasks when staffing is an issue
• Performs other duties as assigned

JOB KNOWLEDGE, SKILLS & ABILITIES

• Flexible packaging knowledge is preferred but not a must
• Knowledge of film substrates used in the industry is preferred but not a must
• Excellent customer service via phone, email and in person
• Pre-press and pre-press workflow knowledge a plus
• Knowledge of estimates and customer expectation a plus
• Basic IT structure knowledge
• Knowledge of a web to print order system 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

• Proven experience within a customer service‑related field
• Experience working in a manufacturing environment