Digital Customer Execution Specialist

Description

At American Packaging Corporation (APC), you’ll find the packaging career you’ve 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, APC’s longstanding success is fueled from the inside out. We’re 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. It’s 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 Execution 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 

Requirements

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 problem-solving 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 th