Customer Account Coordinator

International Paper•Streetsboro, OH

3d•$54,740 - $64,400

About The Position

The Customer Account Coordinator serves as the primary point of contact for International Paper customers and is responsible for providing a world-class customer experience while helping the site meet customer expectations and business objectives. The position works closely with plant operations and customer-facing teams to coordinate orders, production, inventory, delivery, and issue resolution. The role converts customer purchase orders into manufacturing production orders; ensures raw materials and tooling are available; communicates order status, estimates, changes, and confirmations; monitors inventory; and resolves order, quality, accounts receivable, and aged-inventory discrepancies. It coordinates implementation of new customer items and approval of tooling, artwork, and CADs, and communicates customer needs to scheduling, manufacturing, and shipping. The coordinator also supplies customer- and site-specific reporting, forecasts, pricing and technical specification checks, and supports plant improvement initiatives. The position requires independent work with minimal oversight and regular participation in production meetings.

Requirements

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.
Strong written and verbal communication skills.
Customer focus, decision-making, attention to detail, integrity and trust, perseverance, and composure.
Team orientation, relationship-building, multitasking, flexibility, and ability to work under pressure.
Quick thinking and learning, exceptional problem-solving, and good listening skills.

Nice To Haves

Three years of customer service experience is highly preferred.

Responsibilities

Serve as the primary customer contact and support a world-class customer experience.
Convert customer purchase orders into manufacturing production orders and 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 confirmations.
Monitor and manage customer inventory levels, coordinate warehoused items, and apply replenishment ordering and 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.
Build relationships and communicate daily with operations, shipping, and maintenance representatives about plant activities that may affect order fulfillment.
Coordinate with design, sales, pricing, and operations on implementation of new customer items.
Make daily decisions that balance customer satisfaction and plant capacity, and resolve problems with technical and business acumen.
Establish, manage, and enforce correct order unitization; understand pricing models, including variable contribution levels.
Assess and report potential obsolescence concerns involving aged inventory.
Participate in non-price improvement initiatives, particularly those related to 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 ensure tooling, artwork, and CADs are approved by customers and supplied to 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.
Maintain accurate customer price lists and investigate weekly accounts receivable reporting discrepancies to support accurate pricing and timely payment.
Provide forecasts to plant management and sales teams based on customer input or historical trends.
Perform quality assurance checks on technical specifications used for new-business quotations.
Communicate customer expectations and requests to scheduling, manufacturing, and shipping departments.