Customer Support Representative
About The Position
The Customer Support Representative coordinates customer projects from beginning to end, provides technical support on film structures and packaging design, and communicates specialized packaging information. The role relies on knowledge of film chemistry and company products and services, along with independent judgment, to support customers and contribute to business growth. The representative handles customer inquiries for assigned accounts; coordinates quotes, orders, samples, analysis requests, artwork, and claims; and maintains complete records in company-approved software. The role works with customers, sales representatives, and other departments to keep projects on track, meet customer needs, and provide excellent service. It also includes supporting sample-room organization and training-material preparation, attending training, and following company policies, procedures, and safety and food-safety requirements.
Requirements
- Bachelor’s degree or equivalent.
- Valid driver’s license and satisfactory driving record; must maintain both.
- Understanding of basic film chemistry.
- Ability to speak, read, write, and understand English adequately to perform job functions.
- Ability to apply safe practices and procedures when performing essential job functions.
- Ability to use logical thinking to solve problems or accomplish tasks.
- Ability to understand and follow oral and written directions promptly and accurately.
- Ability to establish and maintain effective working relationships with a variety of individuals.
Responsibilities
- Coordinate projects from beginning to end, including providing technical support on film structures and packaging design.
- Interact with customers on matters significant to the Company and handle inquiries for assigned accounts by telephone and email.
- Use specialized knowledge of film chemistry and company products and services to advise customers and meet their needs.
- Use independent judgment to build positive customer relationships, ask questions to determine customer needs, and respond in a timely manner.
- Enter and track quotes, orders, samples, analysis requests, and claims in approved company software; follow items through completion and maintain appropriate records.
- Follow up regularly on quotes until an order is received or the opportunity is deemed lost.
- Use an organized, transferable system for following up on quotes and orders, consistent with company SOPs.
- Gather and send samples, selecting them appropriately to support customer needs and business growth.
- Send credit applications and other required forms to new customers and confirm credit approval before entering orders.
- Provide new customers with artwork requirements and information about the company's FTP site.
- Coordinate the artwork process and serve as the customer's communication point for artwork matters.
- Communicate with other departments to keep projects on track and provide information to customers or sales representatives as needed.
- Maintain inquiry, order, and other records in approved software, attach appropriate documents, and retain hard copies when appropriate.
- Organize work so other customer support representatives can assume duties during an absence; follow team leader or manager-defined SOPs.
- Assist with organizing samples and the sample room and with mailing and assembling training materials as needed.
- Attend training, understand the training materials, and act in accordance with company policies and standard operating procedures.
- Demonstrate tact, discretion, initiative, continuous improvement, cooperation, and effective working relationships with colleagues and assigned sales managers or representatives.
- Report food-safety management system problems to responsible personnel and understand the Food Safety Policy, GMPs, HACCP principles, and Food Safety Standard.
- Attend required safety training, promptly report accidents and near misses and safety concerns, take reasonable care for personal health and safety, watch out for coworkers, and follow work-safety rules and procedures.
- Perform other duties as assigned by the Customer Support Manager.
