Customer Service Account Manager

About the role

As a Customer Service Account Manager you will manage complex customer accounts and ensure consistent execution across customer service, production, scheduling, prepress, quality, and sales functions. You serve as the primary point of contact for assigned customers, overseeing orders, timelines, specifications, and expectations to protect satisfaction, support operational execution, and drive consistency across the customer experience. The role supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies and reports directly to the Manager, Customer Service. This is an onsite position.

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.
• Maintain 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 closely 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.

Qualifications

• Minimum 3–5 years’ experience in Customer Service and/or Sales, preferably in a manufacturing environment.
• Quick learner able to dive into product and team environments to understand intricacies.
• Strong desire to provide the ultimate customer experience.
• Strong sense of urgency and ability to multitask.
• Ability to meet strict internal and external timelines & milestones.
• Ability to give, receive, and respond positively to constructive feedback.
• Proficiency in producing professional documents, including spreadsheets, correspondence, and email.
• Strong written and verbal communication skills applicable in a corporate environment.

Skills

• Customer focus – builds trust through responsiveness, accountability, and strong execution.
• Operational mindset – understands manufacturing workflows, timelines, and execution accuracy.
• Communication & collaboration – effective across customers, plants, and cross‑functional teams.
• Adaptability & initiative – thrives in fast‑paced environments, embraces change, and takes ownership.
• Problem solving – identifies issues proactively and drives solutions with urgency and professionalism.
• Organization & multitasking – manages multiple priorities, timelines, requests, and operational activities.

Success Measures

• Customer satisfaction and retention.
• On‑time delivery support.
• Responsiveness and SLA adherence.
• Order accuracy and execution quality.
• Escalation resolution effectiveness.
• Cross‑functional collaboration and execution consistency.