Position Overview
PowPack is looking for a highly organized, detail-oriented Customer Account Specialist to serve as the primary point of contact for customers throughout the entire order lifecycle. Once a sale is secured, this individual will take ownership of the job, coordinating between the customer and internal departments to ensure every order progresses smoothly from initial handoff through production and final delivery.
This role requires exceptional communication skills, strong critical thinking, and the ability to manage multiple jobs simultaneously without losing track of important details or deadlines. The ideal candidate is proactive, thorough, and comfortable following up with both customers and internal teams to keep projects moving forward, resolve issues, and ensure a positive customer experience.
Key Responsibilities
- Own the Order Lifecycle: Oversee each job from sales handoff through completion and delivery, ensuring all necessary steps are completed at every stage.
- Customer Communication: Serve as the primary point of contact for assigned customers, providing timely updates, answering questions, and communicating important information throughout the process.
- Internal Coordination: Work closely with Sales, Quoting, Order Entry, Prepress, Production, Quality Control, and Shipping to monitor job progress and ensure alignment across departments.
- Proactive Follow-Up: Consistently follow up with internal teams and external customers as needed to obtain outstanding information, confirm next steps, address delays, and keep jobs moving.
- Job Tracking & Organization: Maintain accurate records, monitor deadlines, track outstanding tasks, and manage multiple active jobs simultaneously.
- Problem-Solving: Identify potential issues, discrepancies, and bottlenecks early. Use sound judgment and critical thinking to determine appropriate next steps and coordinate solutions.
- Attention to Detail: Verify that job information, customer requirements, specifications, and communications are accurate and complete. Identify inconsistencies before they become larger problems.
- Deadline Management: Monitor job timelines and production milestones, communicate potential delays promptly, and ensure outstanding items receive appropriate attention.
- Issue Resolution: Help address customer concerns and operational challenges by gathering information, communicating clearly, and coordinating with the appropriate internal teams.
- Process Adherence: Follow established procedures and documentation requirements while identifying opportunities to improve communication, organization, and workflow efficiency.
Qualifications & Skills
- Exceptional attention to detail and a strong commitment to accuracy.
- Excellent written and verbal communication skills, with the ability to communicate professionally and clearly with both customers and internal teams.
- Outstanding organizational and time-management skills, with the ability to prioritize tasks and manage numerous active jobs simultaneously.
- Strong follow-through and accountability. Able to independently track outstanding items and ensure nothing falls through the cracks.
- Excellent critical-thinking and problem-solving abilities, including the ability to recognize discrepancies, anticipate potential issues, and determine appropriate next steps.
- Proactive work style with the confidence to ask questions, follow up persistently, and address issues before they escalate.
- Ability to stay focused, manage competing priorities, and consistently meet deadlines in a fast-paced environment.
- Comfortable working across multiple departments and coordinating with individuals who have different responsibilities and priorities.
- Proficiency with computers, email, spreadsheets, and task-management or order-tracking systems.
- Prior experience in customer service, account coordination, order management, or a similar role is preferred.
- Experience in manufacturing, packaging, printing, or another production-oriented environment is a plus.
What Success Looks Like
- Every assigned job is actively tracked from handoff through completion.
- Customers receive timely, accurate, and proactive communication.
- Internal teams receive the information and follow-up needed to keep jobs progressing.
- Deadlines, outstanding questions, and potential issues are identified and addressed promptly.
- Job details remain accurate, organized, and up to date.
- No job stalls or gets overlooked because of a missed follow-up or lack of communication.
The ideal candidate is someone who naturally keeps track of the details, takes ownership of their responsibilities, and makes sure things get done. They understand that successful customer service means more than answering questions. It means anticipating needs, staying on top of every moving piece, and ensuring each job continues moving toward completion.