Strategic Customer Success Associate

Mac Papers and Packaging; Lithia Springs (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

Mac Papers and Packaging is seeking a Customer Success Associate to join the Customer Success team. You will serve as the primary internal contact for assigned customers, support outside sales, and ensure a responsive, customer-first experience across industries.

Responsibilities include managing quotes and orders in the ERP, tracking order status and deliveries, answering product questions, onboarding new customers, and coordinating with sourcing to meet bespoke requests.

Qualifications

• High school diploma or GED required.
• Minimum of 3+ years in customer service, inside sales, or customer success.
• Experience and familiarity with ERP, CRM, service management, and contact center technologies.
• Experience with paper, packaging, or wide format products preferred.

Responsibilities

• Serve as the primary internal contact for assigned customers.
• Build trusted relationships to understand needs and service expectations.
• Process quotes, orders, returns, and credits in the ERP system.
• Monitor open orders and shipments to ensure timely fulfillment.
• Onboard new customers and guide them through credit approval and setup.

Skills

Customer relationship

Communication

Multitasking

ERP/CRM familiarity

Team collaboration

Education

High school diploma or GED

3+ years customer service/inside sales

Merchant distribution experience preferred

Experience in paper/packaging products

Tools

ERP system

CRM systems

Service management tools

Billing / order entry

Job description

Mac Papers and Packaging is seeking a Customer Success Associate to join the Customer Success team. You will serve as the primary internal contact for assigned customers, support outside sales, and ensure a responsive, customer-first experience across industries.

Responsibilities include managing quotes and orders in the ERP, tracking order status and deliveries, answering product questions, onboarding new customers, and coordinating with sourcing to meet bespoke requests.