Customer Account Coordinator

International Paper; Illinois; On-site; USD 55,000 - 64,000; Full time

Job summary

International Paper in Montgomery, IL is hiring a Customer Account Coordinator to serve as the primary contact for our customers and deliver world-class service. The role supports production planning by converting POs to manufacturing orders, ordering raw materials, tracking orders, and resolving discrepancies, while maintaining strong relationships with operations, shipping, and sales teams.

Candidates should have at least 3 years of customer service experience, proficient MS Office skills, and

Qualifications

• 3 years of customer service experience preferred.
• High school diploma or GED or undergraduate degree acceptable.
• Proficient in Microsoft Office, especially Excel and Word.
• Outstanding communication skills, written and verbal.
• Customer focus and integrity.
• Strong attention to detail.
• Ability to make decisions.
• Perseverance and composure under pressure.

Responsibilities

• Acts as the primary point of contact with International Paper’s customers and provides world-class customer experience.
• Meet or exceed customer expectations and business objectives at the site.
• Convert customer purchase orders to manufacturing production orders.
• Ensure raw materials and tooling are ordered to support production.
• Communicate with internal and external customers regarding order status, estimates, changes and confirmations.
• Monitor and manage customer inventory levels.
• Investigate and resolve order discrepancies and overdue accounts.
• Establish relationships with operations, shipping, and maintenance to stay informed on plant activities.
• Coordinate with design, sales, pricing, and operations for new items.
• Provide data reporting of orders, sales, and inventory to management and customers.

Skills

Customer service

Communication

Attention to detail

Integrity

Decision making

Professionalism

Perserverance

Composure

Education

High school diploma or GED

Undergraduate degree

Tools

Microsoft Excel

Microsoft Word

Job description

Position Title

JOB DESCRIPTION

Customer Account Coordinator

Pay Rate

$54,740 - $64,400

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range.

Category/Shift

Salaried Full-Time

Physical Location:

Montgomery, IL

The Job You Will Perform

• Acts as the primary point of contact with International Paper’s customers and is entrusted to ensure that our customers receive world-class customer experience.
• Entrusted as a key member of the site’s team to meet or exceed customer expectations and business objectives.
• Mastery of Customer Account Specialist accountabilities including:
• 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.
• Demonstrates 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 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 on plant management and sales team’s 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 to include customer credits or debits, quality concerns, make-up orders, and returned/reworked items.
• Ensure customer price lists are accurate and updated 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 for 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.
• Communicates customer expectations and requests to scheduling, manufacturing, and shipping departments.

The Skills You Will Bring

• 3 years of customer service experience highly preferred, 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

About Us

The Benefits You Will Enjoy:

International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets

The Career You Will Build

Leadership training, promotional opportunities

The Impact You Will Make

We continue to build a better future for people, the planet, and our company! IP has been a good steward of sustainable practices across communities around the world for more than 125 years. Join our team and you’ll see why our team members say they’re Proud to be IP.

The Culture You Will Experience

International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.

The Company You Will Join

International Paper (NYSE: IP; LSE: IPC) creates sustainable packaging solutions that enable our customers, teammates and shareowners to thrive in an ever-changing world. We are a leader in corrugated packaging, partnering with customers across industries to protect what matters most, strengthen supply chains and create lasting value. Learn more at internationalpaper.com.

International Paper is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. International Paper complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail] or [phone].