Customer Service Account Manager

About the Role

This is a critical Customer Service role designed for experienced, highly capable team members who manage high-touch accounts requiring elevated operational coordination and customer support. You serve as the primary point of contact for assigned customers, ensuring orders, timelines, specifications, and customer expectations are executed accurately and efficiently. The Account Manager supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies. This position reports directly to the Customer Service Manager at our Franklin, TN location and is an onsite role.

Responsibilities

• Customer Account Management
  • 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
• Complex Execution & Coordination
  • 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
• Operational Performance
  • 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
• Customer Support & Retention
  • 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
• Cross-Functional Collaboration
  • 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 who will dive headfirst into the product and team environments to understand intricacies
• Strong desire to provide the ultimate Customer Experience
• Strong sense of urgency and the ability to multitask
• Ability to meet strict internal and external timelines & milestones
• Ability to effectively provide, receive and respond positively to constructive feedback
• Ability to produce professional documents, including spreadsheets, correspondence, and email
• Strong communication skills, both written and verbal, applicable in a corporate environment

Skills

• Customer Focus - Builds trust with customers through responsiveness, accountability, and strong execution
• Operational Mindset - Understands manufacturing workflows, timelines, and the importance of execution accuracy
• Communication & Collaboration - Communicates effectively across customers, plants, and cross-functional teams
• Adaptability & Initiative - Thrives in a fast-paced environment, embraces change, and takes ownership of issues and outcomes
• Problem Solving - Identifies issues proactively and drives solutions with urgency and professionalism
• Organization & Multitasking - Effectively manages multiple priorities, timelines, customer 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