Customer Account Coordinator

Position Title

Customer Account Coordinator

Pay Rate

• $51,520 - $64,400
• Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range.

Category/Shift

Salaried Full-Time

Physical Location

Three Rivers, MI

The Job You Will Perform

• Acts as the primary point of contact with International Paper’s customers and is entrusted to ensure that our customers receive world-class customer experience.
• Entrusted as a key member of the site’s team to meet or exceed customer expectations and business objectives.
• Mastery of Customer Account Specialist accountabilities including:
• Convert customer purchase orders to manufacturing production orders.
• Ensure raw materials and tooling are ordered to support production.
• Communicate, professionally and respectfully, with internal and external customers regarding issues such as order status, estimates/quotations, order changes and order confirmations.
• Monitor and manage customer inventory levels.
• Investigate and resolve order discrepancies, customer quality complaints, overdue accounts receivable, and aged inventory.
• Establish strong relationships and communicate daily with representatives from operations, shipping, and maintenance to stay abreast of plant activities that could impact customer order fulfillment.
• Demonstrate a thorough understanding of plant specific manufacturing capabilities.
• Coordinate with representatives from the design, sales, pricing, and operations department to manage the implementation of new customer items.
• Demonstrates a solid understanding of the business objectives, goals and values of International Paper.
• Make daily decisions that maximize customer satisfaction and plant capacity balancing.
• Solve problems with technical and business acumen, poise, and a sense of urgency.
• Build strong relationships with customer contacts to establish and maintain International Paper’s competitive advantage of providing customers with world-class customer experience.
• Establish, manage, and enforce correct order unitization.
• Demonstrate a solid understanding of International Paper’s pricing models including variable contributions levels.
• Demonstrate the ability to coordinate warehoused items using basic manufacturing skills such as replenishment ordering and FIFO (first in – first out).
• Routinely assess and report possible obsolescence concerns of aged inventory.
• Participate in the plant’s NPI (non-price improvement) initiatives especially in the areas of aged inventory, trailer utilization, and operational efficiencies.
• Provide data reporting of orders, sales, and inventory to plant management, sales teams, and customers, as requested.
• Create and manage customer-specific reporting requirements such as daily status updates, order prioritization, MSF delivery, OTD (on-time delivery), and warehoused inventory status.
• Coordinate the efforts of internal and external vendors to ensure the correct tooling, artwork, and CADs (computer-aided design) are approved by the customer and provided to the manufacturing team.
• Consistently demonstrate exceptional administrative, organizational and communication skills.
• Observe and report on plant management and sales team’s noteworthy customer concerns or trends.
• Participate in production meetings to ensure that orders are tracked from receipt of roll-stock to final delivery to ensure all production steps and shipping plans satisfy commitment made to customer.
• Research and resolve customer order discrepancies to include customer credits or debits, quality concerns, make-up orders, and returned/reworked items.
• Ensure customer price lists are accurate and updated when required.
• Research and address discrepancies on weekly Accounts Receivable Reporting to ensure correct pricing and timely payments maintained.
• Work independently with minimal oversight.
• Provide forecasts for plant management and sales teams based on customer input and/or historical trends.
• Provide quality assurance checks on technical specifications used for quoting new business.
• Communicates customer expectations and requests to scheduling, manufacturing, and shipping departments.

The Skills You Will Bring

• 3 years of customer service experience highly preferred, with a high school diploma/GED or an undergraduate degree.
• Ability to perform basic math functions such as working with fractions and percentages, manipulating and recording figures to provide accurate quantities, estimates and quotations.
• High level of proficiency in Microsoft Office products, specifically Excel and Word
• Outstanding communication skills, written and verbal.
• Customer Focus
• Decision-Making
• Attention to detail
• Integrity and Trust
• Perseverance
• Composure
• Team Orientated
• Relationship building
• Multi-tasking
• Ability to work under pressure
• Flexible
• Quick thinker / Learner
• Exceptional problem solver
• Good listener