Strategic Customer Service & Planning Coordinator (56320)

About the role

This cross-functional role blends customer service, order management, and production planning, ensuring seamless execution from customer purchase order through production and delivery. You will collaborate closely with Sales, Prepress, Production, and Quality to ensure accuracy, efficiency, and a strong customer experience.

Responsibilities

• Act as a main point of contact for customers and internal stakeholders.
• Use EDI platform and planning tools to process orders for Vendor Managed Inventory.
• Receive, enter, and manage customer purchase orders in the ERP system.
• Partner with Sales to manage day-to-day order activity and customer expectations.
• Verify artwork, lead times, shipping details, and other key requirements with customers.
• Maintain open orders and job statuses to ensure timely delivery and customer satisfaction.
• Create accurate work orders and job packets based on specifications.
• Review sales orders, purchase orders, artwork, and estimates for precision, resolving discrepancies quickly.
• Build production estimates and operational tools in the ERP system, ensuring correct specifications and routings.
• Work closely with production to review artwork, routings, specs, and layouts, adjusting as needed.
• Update work orders and communicate changes to all stakeholders.
• Keep ERP data accurate and up to date for items, tools, and estimates.
• Identify opportunities to enhance processes and customer satisfaction.

Requirements

• Basic Qualifications: 2-3 years of experience supporting manufacturing operations in customer service, production planning, scheduling or in a similar detail-oriented capacity.
• Strong understanding of production processes, material flow, production timelines, and capacity planning.
• Strong working knowledge of ERP system (e.g., IFS, Epicor, Printvis, Optimus Radius, NetSuite, SAP).
• Ability to work with internal customers to ensure alignment of production goals.
• Skills to quickly identify and solve production issues that may affect timelines or output.
• Adaptability to changing production demands, supply issues, or unforeseen delays.
• Awareness of quality standards and ensuring they are maintained in production.

Preferred Requirements

• Experience with EDI and SMI/VMI customer relationships.
• Previous experience in a manufacturing or printing environment.
• Demonstrated proficiency in Microsoft Office Suite along with design software.
• Awareness of lean principles to improve efficiency and reduce waste in production.

Why You’ll Love Working Here

• Culture: We're stronger together. Safety comes first, and we believe our people, customers, and investors are the foundation of our success. Collaboration and respect drive everything we do.
• Competitive Compensation: Your base pay will reflect factors like market location, experience, and skills. Many roles also include performance bonuses as part of the total compensation package.
• Benefits That Matter: We offer a full range of benefits designed to support you and your family, including:
• Medical, dental, and vision insurance
• Paid Time Off (PTO) and company holidays
• 401(k) with employer match
• Short-term and long-term disability insurance
• Life insurance