Customer Account Manager

Description

The Customer Account Manager guides and supports customers in achieving their business goals through the company’s products. This role delivers superior service, manages orders, and coordinates with sales and internal teams to develop solutions and drive product enhancements, always with a detail-oriented, professional approach that strengthens our value as a packaging supplier.

**This position is 100% on-site. 

What You Will Be Doing

• You will serve as the trusted advisor to your assigned customers, providing expert guidance and support to help them achieve their business goals while fostering long-term relationships. 
• Collaborating closely with internal teams, you'll ensure seamless service delivery, managing everything from initial job estimates and design approvals through production scheduling. 
• As the voice of the customer, you will advocate for solutions and product enhancements that meet their needs, while skillfully prioritizing orders and resolving any conflicts that arise between customer expectations and production timelines. 
• You’ll oversee the entire order process—from sales order entry and job ticket management to shipping releases and invoicing—always maintaining accurate and timely account records. 
• Effective communication with customers, sales, and production teams will keep everyone aligned, while your commitment to quality, safety, and sanitation standards supports our excellence as a packaging supplier. 
• Additional duties as assigned will support smooth order-to-cash operations and outstanding customer satisfaction.

Requirements

• Ability to work independently with general supervision while effectively managing multiple responsibilities.
• Deep understanding of customer needs with empathy and strong verbal and written communication skills.
• High attention to detail and accuracy in managing order requirements and customer information.
• Familiarity with manufacturing processes and the ability to coordinate multiple projects through different production stages.
• Strong critical thinking and problem-solving skills with a commitment to timely communication and building long-term customer relationships.

Experience

• 3-5 years of customer service experience in a manufacturing environment, preferably in the folding carton or printing industry.
• High school diploma or equivalent required; Associate degree preferred.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, TEAMS and ERP systems (Epicor experience is a plus).
• Demonstrated excellence in customer service and telephone communication.
• Experience with order entry, order processing, invoicing, and finished goods inventory management.

Benefits & Perks

• Medical Insurance – We provide a choice of three medical plans. All three plans provide comprehensive medical and prescription drug coverage. The plans also offer many resources and tools to help you maintain a healthy lifestyle. 
• Dental Insurance – Our dental plans offer you the freedom and flexibility to use the dentist of your choice. Our dental insurance covers routine checkups, cleanings, and other necessary dental procedures.
• Vision Insurance – We provide vision insurance that helps cover the costs of eye exams, glasses, and contact lenses.
• Health Savings Account (HSA) – Our benefits package includes a Health Savings Account (HSA), giving you a tax-advantaged way to pay for qualified medical costs and save for future healthcare needs.
• Flexible Spending Accounts - We offer two types of Flexible Spending Accounts (FSAs): a Medical FSA to cover eligible healthcare costs, and a Dependent Care FSA to help with childcare or elder care expenses. Both allow you to set aside pre-tax funds.
• Life Insurance and AD&D – We provide basic life insurance coverage for all employees at no cost. You also have the option to purchase supplemental life insurance for yourself, your spouse, and your children. 
• Disability Insurance – To protect your income in case of illness or injury, we offer both short-term and long-term disability insurance, fully paid for by the company. You can also choose to purchase additional short-term disability coverage for even greater financial security.
• Commuter Benefits – We offer commuter benefits that allow you to use pre-tax dollars to pay for eligible transportation expenses like transit passes, carpooling, and parking. 
• Employee Assistance Program – Life is full of challenges and sometimes balancing them is difficult. We are proud to provide a confidential program dedicated to supporting the emotional health and well-being of our employees and their families.
• Vacation Time – We believe in the importance of work-life balance and provide paid vacation time to all employees. The amount of vacation time you accrue increases with your tenure at the company.
• Sick Time -  The company offers individuals in this role five (5) sick days annually, pro-rated based on date of hire. 
• 401K Retirement – We offer a 401(k) plan to help you build a secure retirement. You can contribute a portion of your paycheck on a pre-tax or Roth basis, and we also provide a company match to further boost your savings.
• Paid Parental Leave – We offer paid parental leave to eligible employees following the birth or adoption of a child, providing time to bond with and care for your new family member.
• Additional voluntary benefits including hospitalization, critical illness and pet insurance.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.