Customer Account Coordinator
International Paper · Montgomery, Illinois, United States
Position Title:
Customer Account Coordinator
Pay Rate:
$54,740 - $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:
Montgomery, IL
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