Customer Service Account Manager

• As a Customer Service Account Manager, you are responsible for managing complex
• customer accounts and ensuring consistent execution across customer service,
• production, scheduling, prepress, quality, and sales functions. 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. This role plays a key part in protecting customer
• satisfaction, supporting operational execution, and driving consistency across
• the customer experience. 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 Manager, Customer Service.

Key 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

What We're Looking For

• 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

• 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.

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