Sales Support Specialist (Customer Service Representative)

ePac Flexible Packaging; Worrall; On-site; GBP 26,000 - 35,000; Full time

Job summary

A leading packaging company in Worrall, UK, seeks a Sales Support Specialist (SSS) to deliver exceptional customer service. The role involves processing sales orders, managing customer communications, and ensuring timely resolution of issues within a fast-paced manufacturing environment. Candidates should excel in customer service and have time management skills, while experience in flexible packaging is advantageous. Join a dynamic team striving for excellence in customer satisfaction and operational support.

Qualifications

• Experience working in a manufacturing environment.
• Computer data-entry experience.
• Knowledge of film substrates used in the industry is preferred.

Responsibilities

• Process sales orders and liaise with customers.
• Manage trouble-shooting of emergency orders for customers.
• Provide timely feedback to internal team members regarding service failures or customer concerns.

Skills

Excellent customer service via phone, email and in person

Excellent time management skills

Flexible packaging knowledge

Basic IT structure knowledge

Experience in Word, Excel and Google Suites

Proven experience within a customer service-related field

Tools

Salesforce

ERP system (Microsoft PrintVis)

Job description

Sales Support Specialist (SSS)

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. The Sales Support Specialist manages customer jobs from order approval to finished product, including all front office and production aspects.

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
• Ensures CARs are created by the quality department and communicated to the customer
• Provides timely and accurate information on incoming customer order status and product knowledge requests
• Processes customer orders, changes and 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
• Sends out sample products to customers
• Packages orders for delivery
• Assists other plant employees with tasks when staffing is an issue
• Performs other duties as assigned

Qualifications

• 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 expectations a plus
• Excellent time management skills
• 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
• Experience in Word, Excel and Google Suites
• Proven experience within a customer service–related field
• Experience working in a manufacturing environment
• Computer data‑entry experience

Salary

£26,500 to £35,000 per annum, depending on experience.

Location & Working Hours

On site, Chapeltown, Sheffield, UK. Full time, 40 hours per week, Monday to Friday. Permanent.

About Us

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.

Core Values

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