Sales Support Specialist

This is a fully remote position, open to applicants in Philippines, +1 more country.

📋 Description

• Collect client information.

• Quotation phase: gather complete specifications from clients, including product type, dimensions, materials, finishes (foil, emboss, spot UV, etc.), print colors, quantities per order, annual volume, dielines, shipping address/port, and target dates. Follow up diligently until the specifications are fully complete.

• Sampling phase: obtain final artwork files, verify sample specifications against the quotation, gather shipping addresses, coordinate the dispatch and delivery of samples, and monitor client feedback and approval/revision decisions.

• Production phase: ensure that final artwork aligns with the approved sample, confirm purchase order details, including quantities, packing/carton requirements, labeling requirements, and shipping details before sending anything to the factory.

• Client interaction.

• Respond to incoming client communications (primarily via email) within established service level agreements (SLAs).

• Conduct structured follow-ups for any missing information—remaining polite, persistent, and precise.

• Adhere to our email protocols (subject format, CC rules) in every correspondence.

• Prepare status updates so that clients are always informed about the progress of their projects.

• ERP and data maintenance.

• Record every significant client interaction in our ERP (communications log).

• Keep order statuses, files, and specifications updated—artwork, dielines, and spec sheets should be attached with the correct file types.

• Identify and flag any ambiguous or contradictory information before it progresses downstream—never make assumptions.

• Liaison with the China team.

• Translate client requirements into clear, comprehensive production-ready briefs for our internal quoting lead and factory team.

• If proficient in Chinese: communicate directly with the China team in Mandarin to ensure clarity between client English and factory Chinese.

• Follow up on internal queries (pricing, lead times, feasibility) to prevent any delays in client responses.

⛳️ Requirements

• Experience in the packaging industry—having worked in or with packaging manufacturing or trading. Strong preference for paper packaging (folding cartons, rigid boxes, corrugated, mailers, labels). Other substrates are acceptable. You are familiar with terms like dieline, GSM, Pantone, and tolerance without needing to look them up.

• Exceptional attention to detail—this is the primary criterion for hiring. You notice discrepancies as small as 2mm, the wrong file version, and missing finish specifications. Our screening process evaluates this skill directly.

• Strong written English skills—professional, clear, and suitable for client-facing communication.

• Well-organized and self-managing—this is a remote role with a high volume of parallel tasks, and nothing should fall through the cracks.

• Timezone: must be available to work with significant overlap with China (GMT+8) as well as a few hours of overlap with US clients.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and remote work options.

• Opportunities for professional development and growth.

• Collaborative and inclusive company culture.