Customer Support Specialist

About the role

Customer Support Specialist

Position Purpose

The Customer Support Specialist acts as the central guardian of project execution, owning the narrative from initial client contact through final delivery. This function is vital for maintaining trust and upholding company standards while interfacing directly with sales and internal operational groups. The specialist ensures alignment between client expectations and company capabilities across the entire spectrum of finished goods. Collaboration with Creative Services, Sales, Customer Support, Procurement, Manufacturing, and Finishing is central to this position, guaranteeing cohesive execution and client satisfaction.

Duties & Responsibilities

The scope of this role is dynamic and requires adaptability; the following list outlines core functions but is not exhaustive. All actions are grounded in ethical practice and adherence to safety protocols and company guidelines.

• Architecting intake documentation to capture intricate order specifications before production commences.
• Formulating precise estimates and formal quotes for client review and authorization.
• Validating purchase orders and synchronizing them with established production capacity.
• Defining delivery schedules and monitoring progress at every stage of the production lifecycle.
• Logging all customer-requested modifications and steering them through the production workflow.
• Evaluating warehouse analytics and coordinating replenishment strategies with management oversight.
• Interpreting design specifications to formulate coherent layouts and financial estimates.
• Empowering cross-functional teams to guarantee accurate design implementation and order fulfillment.
• Sourcing and identifying essential materials to secure on-time order completion.
• Procuring bulk litho and top sheet materials in consultation with management for approval.
• Orchestrating production communication and addressing fulfillment, shipping, and logistics demands.
• Auditing warehouse inventory, tracking order milestones, and documenting deliverable timelines.
• Administering and updating customer datasets to ensure accuracy and accessibility.
• Managing evolving project scopes while safeguarding timelines and quality benchmarks.
• Exhibiting robust team collaboration to provide outstanding support to colleagues and clients.
• Maintaining a structured and orderly workspace conducive to efficiency.
• Fulfilling additional directives issued by supervisory leadership.

Skill Set

Success in this role demands a specific blend of competencies.

• Demonstrated mastery in planning and organizational strategies to navigate complex workloads.
• Superior interpersonal abilities, coupled with exceptional verbal and written communication.
• Sound business judgment and the acumen to foster management development.
• Decisiveness and adept problem-solving capabilities in dynamic situations.
• Meticulous attention to detail while juggling multiple priorities.
• Expertise in prioritizing tasks and executing deliverables with precision.
• Resilience and composure when performing under pressure with frequent disruptions.
• Proficiency in collaborative team settings to achieve shared objectives.

Desired Qualifications and Experience

Candidates are evaluated against a standard of excellence and specific criteria.

• A Bachelor's degree is a preferred asset for this position.
• A minimum of two years of hands-on experience within corrugated packing or point-of-purchase display manufacturing is mandatory.
• Knowledge of structural design, graphic arts, lithographic printing processes, pre-press operations, and fabrication techniques is advantageous.
• Expertise in Amtech software, Microsoft Office Suite, and Outlook is required.
• A proven history of strong decision-making and analytical problem-solving is essential.
• The capability to manage multiple high-pressure tasks simultaneously is expected.
• A results-driven mindset that functions effectively in both independent and team-based environments is necessary.

About BCI

Buckeye Corrugated, Inc. (BCI) operates as a privately held, employee-owned enterprise with twelve (12) corrugated manufacturing facilities. The company delivers an extensive range of custom corrugated packaging solutions, including point-of-purchase displays, point-of-sale packaging, and comprehensive fulfillment and logistics services. BCI's mission transcends simple box production; the company focuses on shaping impressions and influencing perceptions through its packaging solutions.

BCI is committed to competitive compensation and a comprehensive benefits package. This package includes, but is not limited to, medical, dental, vision, and life insurance, disability benefits, a 401(k) plan, paid time off, company holidays, a performance bonus structure, and an employee stock ownership opportunity.

What you'll do

• Meet the bar Practical notes