Customer Service Account Manager
About The Position
The Customer Service Account Manager manages complex, high-touch customer accounts and ensures consistent execution across customer service, production, scheduling, prepress, quality, finance, and sales. The role serves as the primary point of contact for assigned customers and coordinates orders, timelines, specifications, and customer expectations from order placement through delivery. It supports customer satisfaction, operational execution, and consistency across the customer experience for print and packaging solutions, including flexographic, digital, RFID, offset, and lithographic technologies. This position reports directly to the Manager, Customer Service.
Requirements
- Minimum 3–5 years of experience in Customer Service and/or Sales; manufacturing experience is preferred.
- Learn quickly and engage with product and team environments to understand their intricacies.
- Strong desire to provide an excellent customer experience.
- Strong sense of urgency and ability to multitask.
- Ability to meet strict internal and external timelines and milestones.
- Ability to provide, receive, and respond positively to constructive feedback.
- Ability to produce professional documents, including spreadsheets, correspondence, and email.
- Strong written and verbal communication skills appropriate for a corporate environment.
- Ability to manage multiple priorities, timelines, customer requests, and operational activities.
- Effective communication and collaboration across customers, plants, and cross-functional teams.
- Ability to identify issues proactively and drive solutions with urgency and professionalism.
Nice To Haves
- Customer Service and/or Sales experience in a manufacturing environment.
Responsibilities
- Build and maintain strong relationships with assigned customer accounts.
- Serve as the primary customer contact for order execution, issue resolution, and day-to-day communication.
- Maintain a strong understanding of customer requirements, timelines, and expectations.
- Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, Finance, and Sales.
- Manage complex customer requirements, revisions, priorities, and escalations.
- Ensure accurate and timely execution from order placement through delivery.
- Support key performance metrics, including on-time delivery, responsiveness, order accuracy, and service consistency.
- Identify and escalate risks that could impact delivery, quality, or customer satisfaction.
- Ensure accurate order management, documentation, pricing, and invoicing.
- Support customer satisfaction and long-term account retention.
- Partner with Sales and internal teams to support onboarding, expansions, and customer initiatives.
- Help resolve customer concerns quickly and professionally.
- Work with internal teams to improve communication, alignment, and execution.
- Participate in customer meetings, business reviews, and operational discussions as needed.
- Support continuous improvement and standardization initiatives.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
