Position Summary The Customer Service & Sales Support Representative is the primary day-to-day contact for assigned customers in YESPAC's paper and plastic food packaging operation. This role supports the sales team in execution of existing business through order entry, follow-up, customer communication, issue resolution, sample coordination, and internal coordination. This is an execution and support position—not a commercial ownership role. Key Responsibilities & Duties Customer Interaction Serve as the main point of contact for assigned customers regarding orders, delivery status, product availability, routine requests, and issue follow-up. Communicate proactively with customers via phone, email, or chat, maintaining a professional and responsive demeanor. Escalate urgent or recurring issues to the appropriate manager or department in a timely manner. Problem Resolution Receive and document complaints, shortages, damages, returns, and service issues accurately and promptly. Coordinate internally with Quality, Operations, and Logistics to support resolution and ensure timely customer updates. Track open issues and follow through to closure, ensuring the customer is informed at every stage. Order Processing Enter orders accurately into the ERP system, ensuring all details (item, quantity, pricing, ship-to, delivery date) are correct. Manage order acknowledgements, revisions, cancellations, and shipment follow-up according to company policies. Monitor open orders and backorders, proactively communicating any risks or delays to customers and internal stakeholders. Support EDI order processing and follow up on any transmission errors or discrepancies. Specification & Documentation Coordination Maintain organized records for customer documents and specifications, including packaging dimensions, material types, artwork files, and labeling requirements. Coordinate the documentation flow between customers and internal departments, routing information to the appropriate teams for review.

Note:

Final technical and specification approval remains with the appropriate department (Engineering, Quality, etc.). Inventory & Production Coordination Coordinate with Planning, Warehouse, and Logistics to support on-time and in-full (OTIF) order fulfillment. Communicate order risks, delays, or allocation issues to customers and internal sales leadership promptly. Sales Support Support the sales team with quote preparation, sample requests, product availability checks, and customer follow-up. Assist with routine reporting, new product launch support, and customer onboarding tasks as directed by sales leadership. Information Management Maintain accurate customer records, ship-to details, item information, and communication notes in company ERP/CRM systems. Ensure approved pricing and customer instructions are properly reflected in company systems based on information provided by authorized personnel. Product Knowledge & Compliance Maintain a working knowledge of YESPAC's paper and plastic food packaging products, capabilities, and support documentation. Stay informed on general food-safe packaging standards to support customer conversations; however, technical and regulatory compliance ownership remains with the appropriate internal experts (Quality, Regulatory, Engineering). Role Boundaries To ensure clarity across departments, this role does not own or hold final authority over the following: Final pricing approval or contract negotiation Final technical or specification approval Production scheduling or planning decisions Credit approval or credit hold decisions Final quality disposition on customer complaints or claims Performance Measurement Success in this role is measured by the following key performance indicators: KPI - Description Order Entry Accuracy Percentage of orders entered without errors requiring correction. Customer Response Time Average time to acknowledge and respond to customer inquiries. Open Order Follow-Up Discipline in monitoring and updating open/backorder status on schedule. Issue Communication Timeliness and quality of customer updates during complaint or claim resolution. Claim Support Completeness and accuracy of documentation provided to Quality for claim resolution. ERP/CRM Data Accuracy Accuracy and completeness of customer records, pricing, and ship-to information in company systems. Required Skills & Qualifications Communication Strong verbal and written communication skills with the ability to convey order status, issue updates, and product details clearly and professionally. Problem-Solving Ability to think critically and coordinate solutions across departments for customer issues such as shipping delays, shortages, or order discrepancies. Technical Skills Proficiency with ERP systems, CRM software, Microsoft Office Suite (especially Excel and Outlook), and familiarity with EDI order management workflows. Education & Experience High school diploma or equivalent required. Associate's or Bachelor's degree in Business, Supply Chain, or related field preferred. 2+ years of customer service or inside sales support experience in a manufacturing environment, preferably in food packaging, plastics, or paper converting. Preferred Qualifications Experience with order management and cross-functional coordination in a manufacturing setting. Working knowledge of food-safe packaging materials and general industry standards. Experience working with foodservice distributors, grocery retailers, or QSR chains. Bilingual in English and Spanish mandatory. Working Environment YESPAC offices with occasional visits to the production floor (hearing protection and safety glasses may be required). Extended periods of sitting and computer use. May require occasional overtime during peak seasons or product launches.

Pay:

$19.00 - $25.00 per hour

Work Location:

In person