Customer Service Account Manager

Resource Label Group; Commack (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Resource Label Group in the United States is seeking a Customer Service Account Manager to oversee high-touch accounts, coordinating customer service, production, scheduling, prepress, quality, and sales to ensure accurate order execution.

The role requires attention to timelines, specifications, and customer expectations, while protecting satisfaction and driving consistency across the customer experience.

Qualifications

• 3–5+ years of Customer Service, Account Management, or Sales Support experience in manufacturing, print, packaging, labels, or related industries.
• Experience supporting complex customer accounts and operational coordination.
• Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred.
• Strong organizational and ERP/system skills.
• Excellent written and verbal communication skills.
• Ability to work independently in a fast-paced manufacturing environment.

Responsibilities

• Build and maintain strong relationships with assigned customer accounts.
• Serve as primary contact for order execution and issue resolution.
• Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, Finance, and Sales.
• Monitor on-time delivery, order accuracy, and service consistency.
• Support onboarding, expansions, and customer initiatives with Sales.
• Participate in customer meetings and business reviews as needed.

Skills

Customer focus

Operational mindset

Communication & Collaboration

Adaptability & Initiative

Problem Solving

Organization & Multitasking

Tools

ERP systems

Job description

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 Customer Service Account Manager supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies.

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 elevate 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 & Experience

• 3–5+ years of Customer Service, Account Management, or Sales Support experience in manufacturing, print, packaging, labels, or related industries
• Experience supporting complex customer accounts and operational coordination
• Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred
• Strong organizational and ERP/system skills
• Excellent written and verbal communication skills
• Ability to work independently in a fast-paced manufacturing 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