Customer Account Coordinator

International Paper•Wooster, OH

12d•Onsite

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. As a key member of the site team, the coordinator supports customer expectations and business objectives, manages customer orders and inventory, and works with plant teams to balance customer satisfaction with plant capacity. The role requires a thorough understanding of site manufacturing capabilities, company business objectives, pricing models, and customer-specific requirements. The coordinator manages orders from purchase order conversion through production and delivery, coordinates materials and tooling, communicates order status and changes, and resolves customer and accounts-receivable discrepancies. The role also supports new-item implementation, customer reporting and forecasts, inventory and operational improvement initiatives, and quality assurance checks for technical specifications. The position works independently with minimal oversight and routinely coordinates with customers, vendors, and internal teams across operations, shipping, maintenance, design, sales, pricing, and manufacturing.

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 to provide accurate quantities, estimates, and quotations.
High proficiency in Microsoft Office products, specifically Excel and Word.
Outstanding written and verbal communication skills.
Customer focus, decision-making, attention to detail, integrity and trust, perseverance, and composure.
Team orientation, relationship-building ability, and strong listening skills.
Ability to multitask, work under pressure, and adapt flexibly.
Quick-thinking and learning ability, and exceptional problem-solving skills.

Responsibilities

Convert customer purchase orders into manufacturing production orders and ensure raw materials and tooling are ordered to support production.
Communicate professionally with internal and external customers about order status, estimates and quotations, order changes, and confirmations.
Monitor and manage customer inventory levels, including replenishment and FIFO coordination for warehoused items.
Investigate and resolve order discrepancies, quality complaints, overdue accounts receivable, aged inventory, customer 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 could affect customer order fulfillment.
Coordinate implementation of new customer items with design, sales, pricing, and operations teams.
Make daily decisions that balance customer satisfaction and plant capacity, and solve problems with technical and business acumen, poise, and urgency.
Establish, manage, and enforce correct order unitization; understand International Paper pricing models, including variable contribution levels.
Assess and report potential obsolescence concerns involving aged inventory and participate in plant non-price-improvement initiatives, particularly those involving aged inventory, trailer utilization, and operational efficiencies.
Provide order, sales, and inventory reports 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 customer-approved tooling, artwork, and CADs are provided 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, confirming production steps and shipping plans meet customer commitments.
Maintain accurate customer price lists and research weekly accounts-receivable reporting discrepancies to support correct pricing and timely payments.
Provide forecasts to plant management and sales teams 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.