Mac Papers and Packaging · 4 hours ago
Customer Success Associate
Lithia Springs, GA
Full-time
Onsite
Mid Level
3+ years expMac Papers and Packaging is a company dedicated to building meaningful relationships and supporting customer success across diverse industries. The Customer Success Associate will serve as the primary internal contact for assigned customers, ensuring a knowledgeable and customer-first experience while managing orders and providing support.
ManufacturingOffice SuppliesPackaging Services
Responsibilities
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
Qualification
Required
High school diploma or GED required
Minimum of 3+ years in customer service, inside sales, or customer success positions
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
Preferred
Merchant distribution experience preferred
Experience and familiarity with paper, packaging, or wide format products and solutions
Company
Mac Papers and Packaging
One of the largest wholesale distributors in the southeastern United States, Mac Papers and Packaging is a trusted distribution partner for paper and print, packaging materials and equipment, wide format products and equipment, facility supplies and office products.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2020-03-13Acquired
Leadership Team
Sutton McGehee
ceo
R
Richard Mitchell
CIO and V.P of Marketing and Communication for Office Products Group and E-Busines
Company data provided by crunchbase