Account Support Coordinator

POSITION SUMMARY:

The Account Support Coordinator serves as the primary point of contact between customers and internal teams, ensuring a seamless order experience from initial order through final delivery. This role is responsible for managing customer relationships, processing and tracking orders, coordinating production requirements and resolving issues while maintaining a high-level of accuracy and responsiveness.

Working closely with Sales, Prepress, Production and Shipping, the Account Support Coordinator plays a critical role in maintaining customer satisfaction by providing timely updates, managing expectations and proactively addressing concerns related to lead times, quality and delivery.

This position requires strong organizational skills, attention to detail and the ability to manage multiple priorities in a fast-paced, deadline driven environment. Success in this contributes directly to customer retention, operational efficiency and overall business growth. 

KEY RESPONSIBILITIES:

• Serve as the primary point of contact for customers, handling inquiries, order placement and ongoing communication.
• Accurately enter and manage customer orders, ensuring alignment with quoted pricing, specifications and quantities.
• Coordinate with Sales, Production and Scheduling to confirm lead times, pricing and production feasibility.
• Monitor order progress from entry through shipment, providing proactive status updates.  
• Communicate changes, delays or issues promptly, offering solutions to maintain customer satisfaction.
• Support customer concerns related to quality, delivery, returns or billing questions with internal teams.
• Review and maintain accurate customer records, including pricing, item specifications and order history in internal systems.
• Support quoting and estimating by gathering necessary job details and coordinating with internal teams.
• Ensure compliance with company policies, quality standards and customer specific requirements.
• Identify process gaps and contribute to continuous improvement initiatives.
• Build and maintain strong customer relationships to support retention and long-term growth.
• Support sales related activities including EDI processing, shipment tracking and customer requests (MRAs, customer complaints, etc.).
• Acknowledge customer orders via email or customer portal.
• Maintain organized records including purchase orders, forecasts, customer communications and work instructions.
• Ensure compliance with customer requirements and address scorecard issues where applicable.
• Monitor and manage customer inventory based on defined programs.  
• Attend meetings, training sessions and seminars as required.
• Provide backup support for departmental personnel as needed.
• Update and communicate changes to customer procedures and documentation.
• Participate in rotating remote weekend coverage schedule to support customer demands.
• Perform other duties as assigned. 

QUALIFICATIONS:

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience, preferably in manufacturing, printing or packaging.
• Proficient in Microsoft Office (Excel, Outlook, Word); ERP or order management system experience preferred.
• Strong organizational skills and attention to detail, with the ability to manage multiple orders simultaneously.
• Proven problem-solving ability with a focus on efficiency and accuracy.
• Demonstrate commitment to delivering high-quality customer service.

SKILLS AND COMPETENCIES:

• Customer focused mindset with a strong commitment to service excellence and relationship building.
• Clear and professional communication skills, both written and verbal.
• High level of accuracy in order entry, documentation and specifications.
• Strong time management and prioritization skills.
• Effective problem-solving and critical thinking abilities.
• Ability to collaborate cross-functionally to ensure smooth workflows.
• Adaptability in a dynamic, changing environment.
• Ownership mindset with strong follow-through and sense of urgency.
• Professionalism in handling customer concerns and conflict resolution.
• Proficient with ERP systems and standard business software.
• Continuous improvement mindset with a focus on efficiency and quality.