Customer Service Account Manager

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 Customer Service Account Manager supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies.

Key Responsibilities

• 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

• 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

• 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

• 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

• 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

• Builds trust with customers through responsiveness, accountability, and strong execution

• Understands manufacturing workflows, timelines, and the importance of execution accuracy

• Communicates effectively across customers, plants, and cross-functional teams

• Thrives in a fast-paced environment, embraces change, and takes ownership of issues and outcomes

• Identifies issues proactively and drives solutions with urgency and professionalism

• Effectively manages multiple priorities, timelines, customer requests, and operational activities

Qualifications & Experience

• 35+ years of Customer Service, Account Management, or Sales Support experience in manufacturing, print, packaging, labels, or related industries
• Experience supporting complex customer accounts and operational coordination
• Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred
• Strong organizational and ERP/system skills
• Excellent written and verbal communication skills
• Ability to work independently in a fast-paced manufacturing 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