Account Services Representative

Job Description

Job Description

LaFrance Corp is a privately owned, global manufacturer founded in 1946 and headquartered in Concordville, PA. We design and manufacture on-product branding solutions used by leading consumer and professional brands across industries including automotive, appliances, electronics, sporting goods, and premium consumer products.

We are currently seeking an Account Services / Customer Service Representative to support our customers and internal manufacturing teams.

Location: Hybrid – Concordville, PA

About the Role

This role is an excellent opportunity for a customer service professional who understands the pace, coordination, and attention to detail required in a manufacturing, supply chain, distribution, or industrial environment.

The Account Services / Customer Service Representative serves as a key connection between our customers and internal teams, including Production Planning, Manufacturing, Shipping, Sales, and Quality. You will manage customer orders from entry through delivery, monitor production and shipment commitments, resolve issues, and help ensure our customers receive accurate information and on-time service.

Success in this position requires strong organization, proactive communication, and the ability to manage changing priorities while keeping customer needs and manufacturing requirements aligned.

What You’ll Do

• Serve as a primary point of contact for customers regarding order status, production lead times, shipment schedules, and delivery commitments.
• Create, edit, and acknowledge sales orders through our ERP system and customer electronic portals.
• Review customer orders for special requirements and communicate those requirements to Production Planning and other internal manufacturing teams.
• Monitor open orders throughout the manufacturing and fulfillment process and work closely with Production Planning and Shipping to support on-time delivery.
• Proactively identify potential production, scheduling, or shipment issues and communicate updates to customers and internal stakeholders.
• Coordinate with Production Planning, Manufacturing, Shipping, Quality, Sales, and other departments to resolve customer needs.
• Investigate and help resolve order, shipment, quality, pricing, and invoicing concerns.
• Maintain accurate customer and product master data, including billing and ship-to information, customer part-number cross-references, and customer pricing.
• Maintain accurate records of customer communications, order changes, and issue resolution.
• Learn and navigate customer-specific ordering, forecasting, supplier, and vendor portal systems.
• Build strong working relationships with customers while balancing customer expectations with manufacturing capabilities and lead times.

What We’re Looking For

• 5+ years of customer service, account service, order management, or related experience.
• Experience supporting customers in a manufacturing, supply chain, distribution, industrial, or production environment strongly preferred.
• Experience working with production schedules, lead times, inventory, order fulfillment, shipping, or similar manufacturing processes is a plus.
• Associate or bachelor’s degree preferred, or an equivalent combination of education and relevant experience.
• Strong organizational and time-management skills.
• Ability to manage multiple customer orders and priorities while maintaining a high level of accuracy.
• Strong attention to detail, particularly when working with orders, part numbers, pricing, customer specifications, and delivery requirements.
• Demonstrated ability to identify issues, coordinate with multiple departments, and drive problems toward resolution.
• Strong written and verbal communication skills.
• Professional and confident communication with customers and internal teams.
• Proficiency with Microsoft Excel, Outlook, and other Microsoft Office applications; advanced Excel skills are a plus.
• Experience working within an ERP system preferred; Microsoft Dynamics 365 Business Central experience is a plus.
• Ability and willingness to learn customer-specific ordering, forecasting, and supplier portal systems.

The Values We Look For

We seek team members who demonstrate:

• A passion for learning, improving, and delivering results.
• A desire to contribute to the success of the larger team.
• Enthusiasm for solving challenges and finding solutions.
• Respect for coworkers and collaboration across departments.
• Commitment to supporting LaFrance Corp and living our core values.

Why Join LaFrance Corp?

For more than 75 years, LaFrance Corp has built long-term relationships with leading global brands by combining creativity, technical expertise, manufacturing capability, and strong customer service.

We offer a casual yet professional work environment where teamwork, problem-solving, and internal growth are valued. Promotion from within is an important part of our culture, and employees have opportunities to participate in wellness initiatives, community volunteer activities, company events, and culture teams.

Benefits

LaFrance Corp offers a competitive benefits package that includes:

• Medical, dental, and vision insurance
• Life and disability insurance
• 401(k) plan
• Tuition reimbursement
• Paid vacation
• Paid holidays
• On-site fitness center
• Relaxed dress code
• Employee culture and volunteer teams
• Employee recognition events and luncheons