Customer Account Specialist - Flexible Packaging

Job Description

Job Description

Join the Team at Kendall Packaging Corporation!

About Us:

At Kendall Packaging Corporation, we’re more than a flexible packaging manufacturer. We’re a trusted partner to some of the world's most recognized brands. Our team delivers high-quality, custom-engineered barrier packaging solutions backed by exceptional service, consistent performance, and a relentless focus on continuous improvement. Our commitment to excellence sets us apart in the industry and drives everything we do.

As a member of our team, you’ll be part of a company that values strong relationships, both inside and outside the organization. We work closely with our clients to meet tight deadlines and uphold the highest brand standards, and we bring that same dedication to supporting and developing our people. If you're looking to build a career in a dynamic, customer-focused environment, Kendall Packaging is the place for you.

Kendall Packaging Offers:

• Competitive Compensation
• Annual Bonus Opportunity
• Comprehensive Benefits Package
• 401(k) Match with Profit Sharing
• Paid Time Off + 10 Paid Holidays
• Tuition Reimbursement & Career Development Support
• Access to On-Site Fitness Center & Personal Trainer
• A Climate-Controlled, Safety-Focused Work Environment
• A Culture Where People Come First & Results Follow

Job Purpose and Reporting Structure:

Under the direction of the Director of Sales, the Customer Account Specialist serves as a key liaison between customers and internal teams to ensure customer orders, project requirements, and specifications are communicated accurately and fulfilled to meet or exceed expectations. This role combines elements of customer service, technical coordination, and production support to ensure a seamless experience from order placement through delivery. The Customer Account Specialist plays a critical role in building strong customer relationships, maintaining product accuracy, and supporting internal teams with clear, timely information.

Essential Duties and Responsibilities include, but are not limited to the following:

Customer Relationship & Order Management:

• Serve as the primary point of contact for assigned customer accounts, ensuring prompt, professional communication and a high level of customer satisfaction.
• Accurately enter orders into the business system, including all necessary specifications, product details, and delivery requirements from the customer.
• Submit artwork proofs to customers for review and approval, ensuring proper documentation of approvals.
• Proactively communicate order status, production updates, and delivery timelines to customers.
• Respond quickly to customer inquiries, order changes, or concerns, providing timely resolution and escalating as needed.

Project Coordination:

• Collaborate with internal teams including Sales, Pre-Press, Scheduling, and Production to ensure customer specifications are clearly understood and executed.
• Coordinate raw material requirements with customers and provide input for raw material forecasting.
• Monitor progress of customer orders, addressing potential delays proactively and providing alternative solutions to meet customer expectations.

Documentation & Reporting:

• Maintain accurate and up-to-date customer profiles, product specifications, and project files in Radius and other systems.
• Prepare and maintain pricing quotes for new and existing items, working closely with Sales and Production teams to ensure accuracy and profitability.
• Generate billing information for artwork, printing plates, and other project-related services, ensuring accurate invoicing through the Accounting team.

Customer Satisfaction & Continuous Improvement:

• Actively contribute to process improvements, identifying ways to enhance communication, order accuracy, and overall customer experience.
• Promptly address customer complaints, working cross-functionally to investigate issues and implement corrective actions.

Qualification Requirements:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above and below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: 

• Bachelor's Degree required; Business, Communications, or a related field preferred.
• Minimum of 5 years’ experience in customer service, account management, or production coordination, preferably within the manufacturing, packaging, printing, or graphic arts industries.
• Familiarity with technical specifications, artwork processes, or production terminology preferred. 
  

Other Skills and Abilities: 

• Strong computer skills, including business systems (ERP), Microsoft Office Suite, and order entry platforms.
• Excellent written and verbal communication skills, with the ability to present information effectively to customers and internal teams.
• High attention to detail, organizational skills, and ability to manage multiple tasks and deadlines.
• Ability to work under pressure and adapt to changing priorities in a fast-paced environment.
• Proven problem-solving and critical-thinking abilities.

Physical Demands and Work Environment:

This is a full-time position, with occasional work-related travel or visits to production areas as required. Work is primarily performed in an office environment with routine computer and phone use. Must be able to work in a fast-paced environment with the ability to manage multiple priorities. Occasional lifting of up to 25 lbs. may be required for equipment or materials. Exposure to production environments may involve moderate noise or airborne particles.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer:

Kendall Packaging is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Note:  This job description provides a high-level overview of the responsibilities and qualifications required for the Customer Account Specialist role. It is not an exhaustive list of tasks or qualifications and is subject to change based on the needs of the organization.