Customer Support Representative
About The Position
The Customer Support Representative coordinates customer projects from beginning to end, including providing technical support on film structures and packaging design. The role uses specialized knowledge of film chemistry and company products and services, independent judgment, and clear communication to address customer needs and support business growth. The representative manages customer inquiries and transactions, quotes, orders, samples, analysis requests, credit applications, artwork coordination, and claims. The role maintains accurate records in approved company software, follows company procedures, coordinates with customers and internal departments, and contributes to a professional, collaborative customer support team. The position also includes required safety participation and food safety responsibilities.
Requirements
- Bachelor's degree or equivalent.
- Valid driver's license and satisfactory driving record.
- 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 while 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 all aspects of customer projects from beginning to end, including technical support on film structures and packaging design.
- Interact with customers on matters significant to the company and handle inquiries for assigned accounts by phone and email.
- Use knowledge of film chemistry and company products and services to address customer needs and support positive customer relationships.
- Enter and track quotes, orders, samples, analysis requests, and claims using approved company software, and follow them through to completion.
- Follow up on quotes until an order is received or the opportunity is deemed lost, and maintain clear, transferable records and procedures.
- Gather and send customer samples, using sound judgment in sample selection.
- Send credit applications and other forms to new customers, and ensure credit approval before entering orders.
- Send artwork requirements and FTP site information to new customers, and coordinate the artwork process as the customer's point of communication.
- Communicate with other departments and colleagues to keep projects on track.
- Maintain inquiry, order, and claim records in approved software, attach appropriate documents, and retain hard copies where appropriate.
- Follow company SOPs and organize work so other representatives can assume duties during an absence.
- Assist with organizing samples and the sample room, and with mailing and assembling training materials.
- Attend required training, understand training materials, and act in accordance with company policies and standard operating procedures.
- Build effective working relationships with customers, colleagues, sales managers, and sales representatives.
- Continue developing knowledge of film structures, packaging, and the flexible packaging industry, and share that knowledge with others.
- Participate in workplace safety by attending required training, reporting accidents, near misses, and safety concerns, taking reasonable care, watching out for coworkers, and following safety rules.
- Report problems with the food safety management system and understand the Food Safety Policy, GMPs, HACCP principles, and Food Safety Standard.
- Perform other duties as assigned by the Customer Support Manager.
