Customer Account Coordinator
11 hours ago
As a Customer Account Coordinator at International Paper, you will be responsible for providing exceptional customer service and ensuring that our customers receive a world-class experience. You will be the primary point of contact for our customers and will be entrusted to meet or exceed customer expectations and business objectives.
Key Responsibilities:
- 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.
- Demonstrate 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 a 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 to plant management and sales teams 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, including customer credits or debits, quality concerns, make-up orders, and returned/reworked items.
- Ensure customer price lists are accurate and update 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 to 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.
- Communicate customer expectations and requests to scheduling, manufacturing, and shipping departments.
Requirements:
- 3 years of industry experience 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.
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