Customer Account Representative

Position Summary The Customer Account Representative (CAR) supports customers throughout the flexible packaging manufacturing and production process. This role is responsible for receiving order details, communicating with clients, coordinating with prepress and production teams, and ensuring projects move smoothly from file submission to final delivery. The CAR provides clear communication, accurate documentation, and strong customer support in a fast ‑ paced printing environment. Key Responsibilities Customer Communication Serve as the primary point of contact for customer inquiries, order updates, and service-related questions. Communicate customer schedules and approvals. Coordinate changes to customers’ orders accurately and promptly. Maintain professional, timely, and customer-focused communication across phone, email, and internal systems. Manages shared customer service email and moves emails to the appropriate folder. Order Entry and Job Coordination Create accurate sales orders based on customer purchase order, ensuring all specifications are correctly captured. Review submitted files for completeness and routes them to the procurement department for purchase order processing to begin. Track order status and proactively inform customers and internal teams about timelines or potential delays. Ensure all approvals are documented and communicated to the appropriate department. Support Coordinate with Art Department to verify artwork status every Monday and regularly follows up un status is complete. Work with Logistics, Art, and shipping departments to ensure projects remain on schedule. Assist in resolving issues related to sales orders/documentation folder concerns, job specifications, materials, or scheduling conflicts. Documentation and Systems Enter and update information in excel/project mgmt. system/ERP systems. Maintain accurate notes, customer preferences, delivery details, and job records. Generate sales orders and delivery instructions between logistics and customers. Quality and Customer Satisfaction Review sales order for accuracy before production. Support quick resolution of accuracy concerns or order discrepancies. Collect customer feedback and escalate issues to supervisors when needed. Vendor Management Inventory Manage VMI reporting and order fulfillment for designated accounts. Oversee the VMI process from customer order submission through final delivery. Maintain accurate and up-to-date VMI reports to support forecasting, replenishment, and customer alignment. Qualifications Required High School diploma or GED 1–3 years of customer service or project coordination experience, ideally in a printing, prepress, packaging, or graphics environment. Strong communication and interpersonal skills with the ability to manage high-value client relationships. Experience handling escalated client issues with professionalism, empathy, and problem-solving skills. Strong written and verbal communication skills. Excellent organizational skills and ability to manage multiple jobs in a fast ‑ paced environment. Proficiency with business software, such as: Project mgmt./ERP systems, and excel. Preferred Associate or bachelor’s degree in relevant field. Experience working directly with prepress workflows or print production teams. Familiarity with Adobe PDF/Acrobat for viewing proofs and basic file checks. Work Environment/Physical Requirements Working Environment Customer Account Representatives primarily work in an office environment. The role generally involves extended periods of computer and telephone use while seated at a workstation designed to support safe and efficient performance of job duties. The working environment may include: Continuous use of computers, keyboards, mice, headsets, and multi‑line phone systems Repetitive data entry, typing, and on‑screen navigation Regular interaction with customers via phone, email, chat, or other digital platforms Moderate noise levels consistent with an…

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