Account Liaison / Customer Service

PSI Group•WIlliamsport, MD

About The Position

Packaging Services Industries, Inc. is hiring an Account Liaison / Customer Service Representative to manage customer relationships and orders from initial inquiry through production and delivery. The role serves as a bridge between customers, production teams, and sales staff, helping ensure order accuracy, timely delivery, customer satisfaction, and repeat business. The ideal candidate is self-motivated, positive, and committed to solving customers’ packaging needs and growing with the company. Customer service and/or sales support experience in a manufacturing environment is sought. The position manages assigned accounts, coordinates order details with production, design, and logistics, maintains accurate records in the order management system, monitors inventory, and supports sales initiatives. The work involves creating and updating manufacturing specifications, entering orders, running reports, communicating order progress, resolving issues, and identifying opportunities to expand customer accounts.

Requirements

At least 2 years of customer service experience; manufacturing, packaging, or related B2B experience is preferred.
Strong organizational and multitasking skills, with the ability to manage multiple orders and deadlines and prioritize work in a fast-paced environment.
Excellent written and verbal communication skills and the ability to build rapport.
Proficiency with ERP or order management systems, Microsoft Office Suite, and digital phone systems.
Experience with system-driven inventory management, including maintaining inventory levels and rotating aged stock.
Strong math skills and the ability to read technical drawings and apply measurement and spatial understanding.
Ability to accurately read and interpret measurements using a tape measure to 1/16th of an inch.
Problem-solving skills and a proactive approach to anticipating customer needs.
Basic understanding of logistics processes, including product movement, tracking, and transfers between locations.
Ability to work independently and as part of a team.

Nice To Haves

Knowledge of corrugated packaging products, materials, and manufacturing processes.
Previous experience providing remote support to multiple locations.

Responsibilities

Serve as the primary point of contact for assigned accounts and build strong customer relationships.
Process and manage customer orders from initial inquiry through production and delivery, ensuring accurate specifications, pricing, and timelines.
Coordinate with production, design, and logistics teams to ensure orders meet quality standards and ship on time.
Monitor order progress, communicate updates proactively, and resolve issues before they affect delivery.
Enter and maintain accurate data and records in the order management system, including orders, quotes, and inventory information.
Use the order management system to create and update manufacturing specifications, enter customer orders, monitor inventory levels, and run reports for internal and external customers.
Support sales initiatives by identifying upsell opportunities, sharing customer feedback, and helping expand customer accounts.

Benefits

Choice of two medical plans, with single and family coverage options.
Dental insurance.
Vision insurance.
Company-paid life insurance.
Voluntary short-term disability coverage.
Voluntary long-term disability coverage.
Voluntary supplemental life insurance.
Critical illness coverage.
Voluntary accident insurance.
401(k) plan with employer match.
Paid holidays.
PTO combining vacation, sick, and personal time, granted after 90 days of employment.
Benefits eligibility begins on the first of the month after 60 days of employment.