As a Customer Service Account Manager, you are responsible for managing complex customer accounts and ensuring consistent execution across customer service, production, scheduling, prepress, quality, and sales functions. This is a critical Customer Service role designed for experienced, highly capable team members who manage high-touch accounts requiring elevated operational coordination and customer support.

You serve as the primary point of contact for assigned customers, ensuring orders, timelines, specifications, and customer expectations are executed accurately and efficiently. This role plays a key part in protecting customer satisfaction, supporting operational execution, and driving consistency across the customer experience. The Account Manager supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies.

This position reports directly to the Customer Service Manager at our Franklin, TN location and this is an onsite role.

Key Responsibilities:

Customer Account Management

Build and maintain strong relationships with assigned customer accounts
Serve as the primary customer contact for order execution, issue resolution, and day-to-day communication
Maintain a strong understanding of customer requirements, timelines, and expectations

Complex Execution & Coordination

Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, Finance, and Sales
Manage complex customer requirements, revisions, priorities, and escalations
Ensure accurate and timely execution from order placement through delivery

Operational Performance

Support key performance metrics including on-time delivery, responsiveness, order accuracy, and service consistency
Identify and escalate risks that could impact delivery, quality, or customer satisfaction
Ensure accurate order management, documentation, pricing, and invoicing

Customer Support & Retention

Support customer satisfaction and long-term account retention
Partner with Sales and internal teams to support onboarding, expansions, and customer initiatives
Help resolve customer concerns quickly and professionally

Cross-Functional Collaboration

Work closely with internal teams to improve communication, alignment, and execution
Participate in customer meetings, business reviews, and operational discussions as needed
Support continuous improvement and standardization initiatives

What We're Looking For:

Customer Focus - Builds trust with customers through responsiveness, accountability, and strong execution
Operational Mindset - Understands manufacturing workflows, timelines, and the importance of execution accuracy
Communication & Collaboration - Communicates effectively across customers, plants, and cross-functional teams
Adaptability & Initiative - Thrives in a fast-paced environment, embraces change, and takes ownership of issues and outcomes
Problem Solving - Identifies issues proactively and drives solutions with urgency and professionalism
Organization & Multitasking - Effectively manages multiple priorities, timelines, customer requests, and operational activities

Qualifications:

Minimum 3-5 years' experience in Customer Service and/or Sales, preferably in a manufacturing environment.
Quick learner who will dive headfirst into the product and team environments to understand intricacies.
Strong desire to provide the ultimate Customer Experience.
Strong sense of urgency and the ability to multitask.
Ability to meet strict internal and external timelines & milestones.
Ability to effectively provide, receive and respond positively to constructive feedback.
Ability to produce professional documents, including spreadsheets, correspondence, and email.
Strong communication skills, both written and verbal, applicable in a corporate environment.

Success Measures:

Customer satisfaction and retention
On-time delivery support
Responsiveness and SLA adherence
Order accuracy and execution quality
Escalation resolution effectiveness
Cross-functional collaboration and execution consistency

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