**Description** **WHO WE ARE** ProAmpac is a leading global flexible packaging company with a comprehensive product offering. We provide creative packaging solutions, industry-leading customer service and award-winning innovation to a diverse global marketplace. We continue to grow and would love for you to join our team! At ProAmpac, our culture is key to our long-term success. We strive to be authentic as we live out the heritage of our small business culture. We value the connections we’ve created, and our employees feel empowered in their shared efforts to innovate successfully. ProAmpac was founded on the idea that a focus on material science will drive innovative and sustainable solutions for our customers, supported by our five core values – Integrity, Intensity, Innovation, Involvement, and Impact – that foster a culture of speed, simplicity, and self-confidence. By joining us, you become an integral part of an entrepreneurial company in a fast-paced, exciting environment that provides varied opportunities for professional and personal growth. Position Summary This position is responsible for meeting the goals and objectives of the organization by receiving, resolving, and communicating solutions to customer inquiries or complaints. This role focuses on maintaining customer satisfaction through accurate order processing, effective communication, and completing administrative tasks for an assigned portfolio of complex customer accounts. Essential Duties and Tasks To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made, upon request, to enable individuals with disabilities to perform the essential functions. · Professionally engage with customers to understand and meet their complex needs, offering in-depth advice and guidance on products and services, including but not limited to, specifications and applications, and assisting customers in making informed decisions. · Provide tailored support for complex customer accounts, including custom requirements and unique service agreements. · Receives and manages customer inquiries, delivering responses via phone calls and emails, efficiently addressing their concerns and resolving issues encountered. · Completion of Customer Complaint Forms (CCFs) for thorough issue documentation and follow-up, ensuring all complaints are properly addressed and resolved. · Utilize experience and knowledge to resolve advanced customer inquiries or issues, requiring in-depth problem-solving skills. · Oversee order fulfillment processes from entry to delivery, monitoring progress and addressing any issues or delays. · Manage various sales-related administrative tasks, including data entry, documentation, and reporting to support efficient operations. · Accurate entry of purchase order details into applicable systems, ensuring all information is correctly recorded for fulfillment and billing purposes. · Collaborate with internal departments, including but not limited to, sales services teams, production, logistics and sales to ensure seamless service delivery for assigned accounts. · Conducts thorough analysis of customer accounts needs and performance, identifying opportunities and suggesting solutions or process enhancement and increasing efficiency, to ensure seamless operations and customer satisfaction. · All other duties as assigned. Qualifications, Education and Experience · AS required; BS preferred · 3-5 years' experience in a related field experience in a related field required. · This position has no leadership duties. · Experience using Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Outlook Email, and calendar. · Maintains strict confidentiality and protects privacy of confidential/sensitive information. · Exceptional time management and organization skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines. · Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients. · Proactive; exercises sound judgment and decision-making; able to identify problems and needs and develop solutions and/or options. · Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) **Job Category:** Customer Service Full-Time