Account Specialist

Custom Deco Specialty Printing is a growing specialty printing and decorating company serving customers throughout the drinkware, glassware, and promotional products industries. We are seeking an organized, customer-focused Account Specialist to help manage customer communication, order coordination, and follow-through across our operations.

The Account Specialist serves as a primary point of contact for assigned customers and helps move orders from the initial request through production and shipment. This position works closely with customer service, prepress, estimating, purchasing, production, quality, finance, and shipping to ensure customer requirements are understood, documented, and completed.

The successful candidate will be highly organized, professional, detail-oriented, and comfortable managing multiple orders, deadlines, and customer needs in a fast-paced manufacturing environment. The position may also provide day-to-day direction and prioritization to customer service support staff.

• Provide timely, accurate, and professional communication to customers regarding orders, proofs, samples, pricing requests, production status, and shipment information.
• Review customer purchase orders and confirm quantities, pricing references, artwork, colors, packaging, ship-to information, requested dates, freight instructions, and special requirements.
• Coordinate order entry and maintain accurate customer records, order notes, approvals, revisions, and supporting documentation.
• Track artwork, proofs, revisions, and customer approvals and follow up on missing information that could delay production.
• Coordinate customer sample requests through artwork, production, inspection, and shipment.
• Support new customer setup by collecting contact information, billing and shipping details, tax documents, credit information, and other required documentation.
• Maintain visibility on critical, expedited, event-driven, or otherwise time-sensitive orders.
• Proactively follow up with prepress, purchasing, production, quality, and shipping to identify risks and keep priority orders moving.
• Escalate timing concerns, material shortages, quality issues, pricing questions, or customer service risks to the Operations Manager.
• Provide clear internal handoffs between customer service, operations, prepress, estimating, purchasing, production, finance, quality, and shipping.
• Provide limited backup support for purchasing, scheduling, and estimating activities when assigned.
• Help prioritize and coordinate the work of customer service support staff.
• Maintain confidentiality of customer, pricing, vendor, financial, employee, and company information.
• Perform additional responsibilities as needed in a growing manufacturing business.

• Previous experience in customer service, account support, order entry, inside sales support, administrative coordination, or a manufacturing office environment is preferred.
• Strong written and verbal communication skills.
• Excellent organization, attention to detail, documentation, and follow-through.
• Ability to manage multiple open items, changing priorities, and customer deadlines without losing visibility or accuracy.
• Professional and solution-oriented approach when handling urgent requests, delays, changes, or customer concerns.
• Comfortable working with email, spreadsheets, order-management systems, shared files, and other office technology.
• Ability to work independently, collaborate across departments, ask questions, and elevate issues appropriately.
• Experience with manufacturing, printing, promotional products, glassware, or decorated products is helpful but not required.

This position works primarily in an office environment with occasional time in production, warehouse, and shipping areas. The employee must be able to move throughout the facility and occasionally lift or handle documents, samples, or materials weighing up to 30 pounds.