Customer Account Coordinator

International Paper•Northlake, IL

2d•$54,740 - $64,400•Onsite

About The Position

The Customer Account Coordinator serves as the primary contact for International Paper customers, ensuring a world-class customer experience while helping the site meet customer expectations and business objectives. The role coordinates customer orders across manufacturing, materials, shipping, and other plant functions, and requires a thorough understanding of plant-specific manufacturing capabilities and the company’s business objectives, goals, values, and pricing models. The coordinator manages order processing and fulfillment, customer inventory, reporting, pricing information, and account-related issues. The role works with customers, plant teams, sales, design, pricing, and vendors to address order status and changes, implement new items, coordinate technical approvals, resolve discrepancies and quality concerns, and support timely payments. The position also contributes to operational improvement initiatives and provides forecasts and data to plant management, sales teams, and customers. This is a salaried, full-time position based in Montgomery, Illinois. The posted pay range is $54,740–$64,400; placement within the range depends on factors including individual experience, skills, and abilities.

Requirements

Three years of customer service experience is highly preferred.
High school diploma/GED or an undergraduate degree.
Ability to perform basic math, including working with fractions and percentages and manipulating and recording figures for accurate quantities, estimates, and quotations.
High proficiency in Microsoft Office, specifically Excel and Word.
Outstanding written and verbal communication skills.
Demonstrated customer focus, decision-making, attention to detail, integrity and trust, perseverance, composure, teamwork, relationship building, multitasking, flexibility, quick learning, problem-solving, listening, and ability to work under pressure.
Exceptional administrative, organizational, and communication skills.

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 replenishment using FIFO practices.
Investigate and resolve order discrepancies, quality complaints, overdue accounts receivable, aged inventory, credits or debits, make-up orders, and returned or reworked items.
Maintain daily relationships with operations, shipping, and maintenance teams to identify plant activities that may affect fulfillment.
Coordinate with design, sales, pricing, and operations teams on implementation of new customer items.
Make daily decisions that balance customer satisfaction and plant capacity, and address problems with technical and business judgment, composure, and urgency.
Establish, manage, and enforce correct order unitization; understand pricing models and variable contribution levels.
Assess and report potential obsolescence of aged inventory and participate in plant non-price-improvement initiatives, including aged inventory, trailer utilization, and operational efficiencies.
Provide order, sales, and inventory data to plant management, sales teams, and customers as requested.
Create and manage customer-specific reporting, including daily status updates, order prioritization, MSF delivery, on-time delivery, and warehoused inventory status.
Coordinate internal and external vendors to obtain customer approval of tooling, artwork, and CADs and ensure approved materials reach manufacturing.
Observe and report noteworthy customer concerns or trends to plant management and sales teams.
Participate in production meetings and track orders from receipt of roll-stock through final delivery, ensuring production steps and shipping plans meet customer commitments.
Keep customer price lists accurate and updated; research weekly accounts receivable reporting discrepancies to support correct pricing and timely payments.
Work independently with minimal oversight and provide forecasts based on customer input or historical trends.
Perform quality assurance checks on technical specifications used for quoting new business.
Communicate customer expectations and requests to scheduling, manufacturing, and shipping departments.