Client Support Specialist

2 weeks ago

Appleton, Wisconsin, United States Flair Flexible Packaging Corporation Full time


The following position description is established by Flair Flexible Packaging Corporation to outline the basic requirements, duties, and responsibilities of the
Customer Support Representative whose role as project coordinators and interactions with clients is integral and indispensable to the Company's operations.

The Company reserves the right to amend or modify this job description at any time in its sole discretion.

Job Overview


The Customer Support Representative is responsible for tasks directly related to the Company's general business operations, exercising independent judgment in the coordination of projects from inception to completion. This includes providing technical assistance on film structures and packaging design, effectively communicating specialized technical packaging information, and exercising independent judgment on projects and customer support to positively influence business growth.



Key Responsibilities

The following duties represent an overview of the primary responsibilities of the Customer Support Representative and should not be considered an exhaustive list:

  • Manage all facets of projects from start to finish, including delivering technical support on film structures and packaging design.
  • Engage with clients on significant matters related to the Company.
  • Utilize specialized knowledge of film chemistry and the Company's products and services to achieve results for both the client and the Company.
  • Employ independent judgment to assess and foster positive client relationships, proactively asking key questions to identify and meet client needs promptly.
  • Communicate essential business transaction information with clients via telephone and email, addressing all client inquiries for assigned accounts.
  • Interact professionally with clients while building strong rapport and ensuring their needs are met.
  • Input and monitor quotes, orders, samples, etc., using approved software. Follow up on quotes regularly until an order is received or the opportunity is deemed lost.
  • Maintain a systematic follow-up on quotes and orders that can be easily understood by others in the office, utilizing a system similar to the Company's Standard Operating Procedures (SOP). Provide feedback to clients and exercise good judgment to enhance client satisfaction with the Company's service.
  • Collect and dispatch samples to clients, using sound judgment in sample selection to facilitate business growth through effective communication with produced product samples.
  • Record analysis requests as necessary and ensure completion and transmission of information to clients or sales representatives, maintaining accurate records using approved software as defined by the Company.
  • Send credit applications and other necessary forms to new clients, ensuring credit approval before processing orders.
  • Provide art requirements and the Company's FTP site information to new clients.
  • Act as the coordinator for the artwork process and serve as the primary point of communication for clients regarding all aspects of the art process.
  • Log claims as necessary and ensure follow-through to the resolution of claims, maintaining records in approved company software.
  • Collaborate with other departments as needed to keep projects on schedule.
  • Understand and adhere to directions.
  • Use sound judgment to locate information for clients, leveraging personal knowledge of film to advise clients on packaging needs. Clearly communicate this in a positive manner that reflects the Company's philosophy of exceeding client expectations for exceptional support.
  • Continuously learn and understand basic film structures and packaging, striving to expand knowledge of the flexible packaging industry and sharing that knowledge with others.
  • Communicate professionally and clearly with colleagues in other offices.
  • Maintain records of all inquiries, orders, etc., in approved software with appropriate documentation attached and keep hard copies of inquiry records as necessary.
  • Perform duties in an organized manner so that other customer support representatives can easily assume responsibilities during an absence. Follow the Company's SOPs as defined by the team leader/manager.
  • Assist as needed in organizing samples and the sample room.
  • Help with mailing and assembling training materials as required.
  • Participate in training sessions and comprehend training materials and subject matter. Understand and act in accordance with the Company's policies and standard operating procedures.
  • Exercise tact, discretion, and initiative.
  • Demonstrate a continuous effort to enhance proficiency in duties, improve operations, streamline work processes, and work collaboratively to provide quality customer support.
  • Develop and maintain positive, effective working relationships with others.
  • Thrive in a progressive, team-oriented environment.
  • Exhibit a positive attitude and be a self-starter.
  • Build and maintain good working relationships with assigned sales managers and/or sales representatives.
  • Perform additional duties as assigned by the Customer Support Manager as needed.

Safety Responsibilities

All employees are required to actively participate in safety initiatives by:

  • Attending mandatory safety training sessions.
  • Reporting accidents and near misses promptly.
  • Communicating any safety concerns to a designated safety team leader.
  • Taking reasonable care for their own health and safety.
  • Being vigilant about the safety of co-workers.
  • Adhering to the Company's work safety rules and procedures.

Food Safety Responsibilities

  • Employees must report any issues with the food safety management system to the responsible personnel. Those personnel shall have defined responsibility and authority to initiate and document actions.
  • Employees must understand the Food Safety Policy, Good Manufacturing Practices (GMPs), Hazard Analysis Critical Control Point (HACCP) Principles, and Food Safety Standards.

Required Qualifications

In addition to satisfactorily performing all duties and responsibilities of the position, an individual in this role must possess and maintain the following knowledge, skills, qualifications, and/or abilities:

  • Bachelor's degree or equivalent.
  • Possess and maintain a valid driver's license and satisfactory driving record.
  • Understanding of basic film chemistry.
  • Must be able to speak, read, write, and understand the English language at a level adequate to perform job functions.
  • Ability to apply safe practices and procedures for performing the essential functions of the job.
  • Ability to apply 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.

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