Customer Account Coordinator

International Paper•Streetsboro, OH

About The Position

The Customer Account Coordinator is the primary point of contact for International Paper customers and is responsible for delivering a world-class customer experience while helping the site meet customer expectations and business objectives. The role includes the accountabilities of a Customer Account Specialist and requires close coordination with plant operations, shipping, maintenance, design, sales, and pricing teams. The coordinator manages customer orders from purchase-order conversion through production and delivery, monitors inventory, supports implementation of new items, and resolves order, quality, pricing, and accounts-receivable issues. The position also provides forecasts and reporting, supports plant improvement initiatives, and communicates customer requirements to internal teams. The coordinator works independently with minimal oversight and makes daily decisions to balance customer satisfaction with plant capacity.

Requirements

High school diploma/GED or an undergraduate degree.
Three years of customer service experience is highly preferred.
Ability to perform basic math, including fractions and percentages, and accurately manipulate and record quantities, estimates, and quotations.
High proficiency with Microsoft Office, specifically Excel and Word.
Outstanding written and verbal communication skills.
Customer focus, sound decision-making, attention to detail, integrity, trust, perseverance, and composure.
Team orientation, relationship-building, multitasking, and the ability to work under pressure.
Flexibility, quick thinking and learning, strong listening, and exceptional problem-solving ability.

Responsibilities

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 confirmations.
Monitor and manage customer inventory levels; coordinate replenishment and FIFO practices for warehoused items.
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 regularly with operations, shipping, and maintenance representatives to identify plant activities that may affect fulfillment.
Understand plant-specific manufacturing capabilities and make daily decisions balancing customer satisfaction and plant capacity.
Coordinate implementation of new customer items with design, sales, pricing, and operations departments.
Establish, manage, and enforce correct order unitization.
Participate in plant non-price-improvement initiatives, particularly involving aged inventory, trailer utilization, and operational efficiency.
Provide requested order, sales, and inventory data to plant management, sales teams, and customers.
Create and manage customer-specific reporting, including 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.
Report noteworthy customer concerns or trends to plant management and the sales team.
Participate in production meetings and track orders from roll-stock receipt through final delivery, ensuring production steps and shipping plans meet customer commitments.
Maintain accurate customer price lists and update them when required.
Research 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 to quote new business.
Communicate customer expectations and requests to scheduling, manufacturing, and shipping departments.
Demonstrate strong administrative, organizational, and communication skills while working independently with minimal oversight.