Customer Account Representative

Job Description

Job Description

Position SummaryThe 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 ResponsibilitiesCustomer 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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 active customer service or call‑center setting

In compliance with California’s Ergonomics Standard (Title 8, CCR §5110), the Company provides ergonomically appropriate workstations and evaluates repetitive‑motion risks when applicable. Workstations are designed to reduce the risk of musculoskeletal injuries associated with prolonged computer use, consistent with Cal/OSHA guidance for desktop computer users. 

Customer Account Representatives are provided legally required rest and meal periods under California law. Non‑exempt employees receive paid rest breaks and unpaid, duty‑free meal periods based on hours worked, in accordance with California Labor Code §§ 226.7 and 512 and applicable IWC Wage Orders.

Physical Requirements

The physical demands described below represent essential job functions for the Customer Account Representative position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions in accordance with California Fair Employment and Housing Act (FEHA) requirements.

Typical physical requirements include:

• Sitting for extended periods (with the ability to stand or stretch periodically)
• Frequent use of hands and fingers for typing, keyboarding, and mouse operation
• Ability to view computer monitors for prolonged periods with or without corrective lenses
• Occasional standing, bending, or reaching to access office equipment or materials
• Ability to speak clearly and listen attentively during customer interactions

This role may involve repetitive hand, wrist, and arm movements, which can contribute to cumulative trauma or repetitive stress injuries if not properly managed. California workers’ compensation law recognizes cumulative trauma and repetitive stress injuries as compensable workplace injuries when caused or aggravated by job duties.