Customer Account Coordinator

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:

Wooster, OH

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