Account Manager, Customer Service

Proampac Cincinnati , OH 45201

Posted 2 months ago

The Customer Service Representative (CSR) is vital for managing the relationship between ProAmpac and existing accounts. In this role, the CSR will manage inventories, speak daily with accounts to meet customer needs, and manage the shipping schedule as needed.


  • Answer and respond to incoming calls to Customer Service from both internal and external customers

  • Work with assigned customers directly on inventory management, scheduling, order placement, product inquiries, concerns/questions and shipment of goods

  • Responsible for accurate order placement which includes accuracy around items, quantities, shipping/billing information, pricing, freight

  • Work with Customer Service Manager to develop accurate cost quotes for sales opportunities

  • Build products to meet required specifications in HP/Tech Forms

  • Build required artwork and process to link with HP Quote or in to Tech Forms

  • Manage artwork approval process

  • Quote accurate freight rates for customers

  • Responsible for managing multiple activities simultaneously, e.g. Incoming chats and phone calls

  • Assemble sample packets as needed by sales team or customers

  • Complete sample requests for customers requesting samples or literature

  • Initiate and complete process for customer complaints or concerns (CAP)

  • Process accurate credits/debits

  • Review order report daily and take appropriate action on outstanding issues

  • Respond to voicemails and emails left on system

  • Understand how web orders work and be able to respond to questions/inquiries

  • Participate in both internal and external meetings as requested

  • Work with manager on objectives relative to improvement with overall customer service

  • Perform other duties as assigned

  • Successful candidates will bring with them the following requirements and skills:

  • High School Diploma or Equivalent is preferred

  • Strong communication skills (both written and verbal)

  • Ability to make independent decisions regarding customer orders

  • Ability to interact well with customers via phone, fax and email

  • Ability to clearly set priorities on tasks and complete in a timely manner

  • Proficient in Microsoft Word and Excel

  • 2 years previous customer service experience is preferred

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Account Manager, Customer Service