Customer Service Account Coordinator | Eagle Flexible Packaging

Customer Service Account Coordinator

Eagle Flexible Packaging is seeking a full-time Customer Service Account Coordinator (Customer Project Manager) who will serve as the lead internal contact for customers. Ensure customer projects / job orders are successful from order placement and lead time expectations all the way through completion and receipt of Eagle product.

Primary Duties and Responsibilities:

  • Perform as the main customer point-of-contact for all order-related communication from the time that a purchase order is received through customer receipt of finished product.
  • Act as the liaison between customers and the internal Graphics team from the initial receipt of customer artwork through final customer approvals.
  • Engage in continuous learning and training to become well-versed in the ever-evolving technical and production knowledge needed to answer customer questions, included but not limited to questions regarding films, inks, and Eagle’s production process.
  • Build and maintain relationships with sales team and customers. Work with sales team on existing customers’ new projects as well as projects for new customers.
  • Enter sales orders into enterprise resource planning (ERP) system and create order confirmations.
  • Retrieve signed order confirmations and signatures on Terms and Conditions of Sale.
  • Create job packets and other necessary paperwork and details for production to fulfill orders efficiently and accurately.
  • Collaborate with Shipping / Logistics Coordinator to ensure orders are shipped when and where requested.
  • Manage customer finished goods stocking programs and update information flow.
  • Coordinate with Purchasing to ensure materials are in-house to meet lead time needs of customers.
  • Act as back-up to other Customer Project Managers as needed.
  • Collaborate with Production and Scheduling to communicate all customer expectations and requirements for in-process projects.
  • Assist with customer deposit requirements and approval of invoicing on all shipments.
  • Track performance metrics regarding compression of lead times and customer satisfaction goals.
  • Ensure that all company food safety and quality assurance procedures are followed at all times. Escalate any issues/concerns to management.
  • Other related duties as assigned.

Requirements:

  • High school degree or equivalent (GED).
  • Minimum two years relevant customer service experience, including experience in the manufacturing industry.
  • Strong customer service acumen, including a sense of urgency to deliver the desired customer experience with follow-through, responsiveness, and professionalism.
  • Excellent verbal and written communication skills.
  • Detail-oriented and accountable for the accuracy of the information provided to internal and external customers.
  • Proficient in keyboarding/typing, including ability to manage a high volume of email correspondence and data entry.
  • Proficient in Microsoft Word and Excel with proven ability to learn new software programs.
  • Good general math skills

Preferred Qualifications:

  • Associate or bachelor’s degree in Business, Customer Service, Communications, or related field
  • Experience with enterprise resource planning (ERP) software.
  • Experience in the printing industry.

Additional Information:

Incumbent is required to gain an in-depth understanding of the organization, its mission, vision, and guiding values. The standard work schedule for this position is daytime hours Monday-Friday. There may be occasional needs to work hours outside of the standard schedule as well as and/or work in excess of 40 hours.

Eagle Flexible Packaging takes care of our employees with an outstanding benefits package that includes medical, dental, vision, a 100% company-funded medical reimbursement program, paid time off, 401k matching, and an employee assistance program. We have a maintenance apprenticeship program and are committed to supporting our employees’ career growth and aspirations. We have bonus opportunities for employees to earn up to $2,500 for each referral and even offer a discount program that provides savings on everything from groceries to travel!

Eagle Flexible Packaging is an Equal Opportunity Employer.

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