Digital Customer Specialist

At American Packaging Corporation (APC) youll find the packaging career youve been looking for. With competitive salaries excellent benefits 401(k) plans and tuition reimbursement programs we nurture our employees while advancing and promoting diversity and inclusion. As the leading flexible packaging converter in North America for over a century APCs longstanding success is fueled from the inside out. Were constantly seeking to improve our internal operations and were named a Best of the Best in the Best Workplaces in the Americas awards for 12 years in a row. Its how and why we engage the best and brightest talent to continue propelling our shared success into the future.

LOCATION: Columbus Wisconsin

SUMMARY: The Digital Customer Specialist supports new customer onboarding and manages customer orders from customer PO & approved art through to delivery of finished goods. This role facilitates order entry inquiries and information requests serving both external and internal customers by accurately processing information through APC systems communicating deliverables and maintaining a comprehensive understanding of the process.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.

• Central point of contact for digital customers from a customer service perspective entering orders into Radius (ERP) process complaints/returns and change orders.
• Work with support departments to support item build and get orders onto schedule as efficiently as possible
• Daily exposure to digital cells planning & provide direction on emergency orders or timeline concerns.
• Engage with customers and sales to follow up on transactions timelines and order statuses. Share digital job status and updates to CSRs for accounts managed by them.
• Assist in pricing activities for customers.
• Work with customers/sales on shipping/release coordination.
• Assist CSRs and technical/graphics teams with digital projects/orders as needed across all business units.
• Assist in digital library inventory level setting and replenishment.
• Collaborate with internal and external teams to grow a new business unit

QUALIFICATION REQUIREMENTS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily and work inside existing software tools. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Advance degree from accredited college or university three years related experience and/or training. Will consider an equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations. Ability to write reports business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers clients customers and the general public.

REASONING ABILITY

Ability to define problems collect data establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Written communication: This is a foundational skill for digital customer service because writing is the primary medium of interaction in digital channels from emails to live chats. Clear concise and effective written communication ensures that customers concerns are understood and addressed promptly fostering trust and enhancing the overall customer experience.

Technical proficiency: Technical proficiency is vital in this digital customer service role as it ensures employees can adeptly navigate and utilize various digital platforms tools and software integral to their roles. This proficiency not only streamlines the problemsolving process for customer issues but also enhances the efficiency and effectiveness of the service provided leading to improved customer satisfaction.

Adaptability: Adaptability is essential in digital customer service work because the digital landscape is constantly evolving with new tools platforms and customer expectations emerging regularly. Being adaptable ensures that representatives can swiftly adjust to these changes maintaining high service standards and meeting the dynamic needs of the modern customer.

Multitasking: Must handle multiple interactions simultaneously such as responding to managing emails. Being adept at multitasking ensures that each customer receives timely and efficient support enhancing the overall service experience and efficiency of the operation.

PHYSICAL DEMANDS: While performing the duties of this job the employee is regularly required to talk or hear. The employee frequently is required to stand walk and sit. The employee is occasionally required to use hands to finger handle or feel; reach with hands and arms; climb or balance; and stoop kneel crouch or crawl. The employee must occasionally lift and/or move up to fifty pounds. Specific vision abilities required by this job include close vision color vision depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

American Packaging Corporation is committed to equal opportunity for all without regard to race religion color national origin citizenship sex sexual orientation gender identity age veteran status disability genetic information or any other protected characteristic. American Packaging Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. EOE/AA Disability/Veteran.

If you are interested in applying for an employment opportunity and need special assistance or an accommodation to apply for a posted position please contact our Human Resources department at: