Customer Account Specialist

The role of Customer Account Specialist is performed on site in our Simpsonville, Kentucky location.

Regular hours are 8am-5pm Monday through Friday.

This is an exempt position with zero to minimal travel required.

This is not a supervisory role.

Pay starts at $50,000 per annum based on experience and education level.

• The Customer Account Specialist position is responsible for providing administrative support to the customer.
• The position applies established processes to meet the needs of customers, operates with defined parameters using systems that include our IT RADIUS platform, customer systems and facilities scheduling, material planning and tracking, and records management.
• Performs administrative duties of customer service in accordance with defined workflow processes, systems, policies, procedures and practices that include building order specifications/bill of materials, material planning, sales order entry, miscellaneous invoicing, production guidance, specification approval, records management and dispute management. Place orders for materials with pre-approved vendors.
• May recommend order changes based on account and manufacturing knowledge
• May investigate and resolve customer complaints by involving appropriate departments within the operations. Seeks guidance for process solutions, limited authority to resolve issues within current processes.
• Handles project-based accounts with frequent changes along with the repeat business.
• Coordinates appropriate approvals including incorporating understanding of art, bleed, and registration for manufacturing. May participate in First Article/Press Checks to validate that the work is built according to specifications.
• High level of internal collaboration, frequent interaction, and effective communication with sales, project management, manufacturing, contract packaging, logistics, and finance in a fast-paced, constantly changing culture.
• Support information flow with external and internal business contacts. Position has interaction with customers, internal and external vendors, suppliers and contractors and is involved in resolving issues within the current processes.
• Provides a broad range of administrative and back up support for other functions as needed.

• Experience in customer service or project management, business-to-business inside sales, order management, purchasing, or manufacturing planning.
• Associates or BA/BS preferred, commensurate work experience in customer service, project management, inside sales, or other order management roles desirable.
• Knowledge of the paperboard packaging and printing industry preferred as is basic understanding of equipment capabilities and how orders can most effectively flow through the facility. Fundamental knowledge of company procedures, products, and services.
• Must be skilled at the basic fundamentals of customer service and have the ability to apply principles and established systems in the execution of work.
• The position requires a high level of administrative, organizational, and communication skills, including exemplary telephone and email etiquette and ability to present self in a professional manner.
• High degree of flexibility of flow between multiple priorities to support all levels of management and the process. Possesses an understanding of bill of material and executes work handed off by others with accuracy, thoroughness, attention to detail, timeliness/responsive, reliability, patience, listening skills and interpersonal savvy are crucial.
• Ability to multi-task and effectively use priority management skills is critical.
• Must possess a disposition that thrives on a deep understanding of the details and ensures their execution.
• Must demonstrate a proven track record of accurate data entry: well developed skills in Excel, Word, PowerPoint and RADIUS a plus.
• Must be comfortable working independently on a day-to-day basis but equally adept at working closely with and influencing internal stakeholders to support the process.

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