Customer Success Associate

Mac Papers and Packaging,•Jacksonville, FL

12d•Onsite

About The Position

The Customer Success Associate role at Mac Papers and Packaging, a member of the Customer Success organization, is part of an integrated commercial team working with account managers, strategic accounts, and white-glove customer segments. You’ll join a dynamic team dedicated to building meaningful relationships, solving challenges, and supporting the success of our customers across diverse industries.

Requirements

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.

Nice To Haves

Merchant distribution experience preferred.
Experience and familiarity with paper, packaging, or wide format products and solutions.

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.