Customer Success Associate

Role Overview

• 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.
• Engage with customers on accounts 1 – 30 days past due to provide notice and ideally secure payment or provide alternate solutions.
• Other duties as assigned.

Requirements

• High school diploma or GED required.
• Minimum of 3+ years in customer service, inside sales, or customer success positions.
• Merchant distribution experience preferred.
• Experience and familiarity with paper, packaging, or wide format products and solutions.
• 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.

Tech Stack

• ERP

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.