Customer Account Coordinator

International Paper•Montgomery, AL

11d

About The Position

The Customer Account Coordinator is the primary point of contact for International Paper customers and helps ensure a world-class customer experience while supporting site business objectives. The role converts customer purchase orders into manufacturing production orders, coordinates materials and tooling, manages customer inventory and order fulfillment, and communicates with customers and internal teams about order status, estimates, changes, confirmations, and concerns. The coordinator works closely with operations, shipping, maintenance, design, sales, pricing, and manufacturing teams to manage customer requirements, new items, production schedules, and delivery commitments. The position also investigates order, quality, pricing, and accounts receivable discrepancies; maintains customer-specific reporting and accurate price lists; provides forecasts and data reporting; and participates in production meetings and plant improvement initiatives. The role requires independent work with minimal oversight, sound decision-making, strong organization and communication, and the ability to balance customer satisfaction with plant capacity.

Requirements

High school diploma or GED, or an undergraduate degree.
Ability to perform basic math, including working with fractions and percentages and manipulating and recording figures to produce accurate quantities, estimates, and quotations.
High proficiency with Microsoft Office products, specifically Excel and Word.
Outstanding written and verbal communication skills.
Customer focus, decision-making ability, attention to detail, integrity and trust, perseverance, and composure.
Team orientation, relationship-building ability, and ability to multitask.
Ability to work under pressure and adapt flexibly.
Quick thinking and learning ability, strong problem-solving skills, and good listening skills.

Nice To Haves

Three years of customer service experience is highly preferred.

Responsibilities

Serve as the primary point of contact for customers and help ensure a world-class customer experience.
Convert customer purchase orders into manufacturing production orders.
Ensure raw materials and tooling are ordered to support production.
Communicate with internal and external customers about order status, estimates and quotations, order changes, and order confirmations.
Monitor and manage customer inventory levels, including warehoused items and aged inventory.
Investigate and resolve order discrepancies, quality complaints, overdue accounts receivable, and aged inventory concerns.
Build relationships and communicate daily with operations, shipping, and maintenance representatives about plant activities that may affect fulfillment.
Coordinate with design, sales, pricing, and operations teams to implement new customer items.
Make daily decisions that balance customer satisfaction and plant capacity.
Establish, manage, and enforce correct order unitization.
Coordinate warehoused items using replenishment ordering and FIFO practices.
Participate in plant non-price improvement initiatives, including work involving aged inventory, trailer utilization, and operational efficiencies.
Provide order, sales, and inventory reporting to plant management, sales teams, and customers as requested.
Create and manage customer-specific reports, including daily status updates, order prioritization, MSF delivery, on-time delivery, and warehoused inventory status.
Coordinate internal and external vendors to obtain customer approval and deliver tooling, artwork, and CADs to manufacturing.
Observe and report noteworthy customer concerns or trends to plant management and the sales team.
Participate in production meetings and track orders from receipt of roll-stock through final delivery, ensuring production steps and shipping plans meet customer commitments.
Research and resolve customer order discrepancies involving credits or debits, quality concerns, make-up orders, and returned or reworked items.
Ensure customer price lists are accurate and updated as required.
Research and address weekly accounts receivable reporting discrepancies to support accurate pricing and timely payments.
Work independently with minimal oversight.
Provide forecasts to plant management and sales teams based on customer input or historical trends.
Perform quality assurance checks on technical specifications used to quote new business.
Communicate customer expectations and requests to scheduling, manufacturing, and shipping departments.