Account Service Representative 

Location: Sebring, OH

Position Overview
The Account Service Representative is the dedicated internal advocate for a specific group of customer accounts. The ASR manages day-to-day customer interactions, processes orders, coordinates with internal departments (Sales, Prepress, Production), and resolves issues to ensure high levels of customer satisfaction and order accuracy within the label manufacturing process.

Functional Responsibilities and Tasks

The core functions involve customer relationship management, order processing, and internal coordination:

Customer Order Management

• Order Processing: Receive and accurately process customer purchase orders (POs) for new and repeat label jobs. Verify all PO details against previous quotations and job history.
• Entry and Tracking: Enter detailed order specifications, pricing, and delivery requirements into the company’s ERP/Order Management System. Track the status of orders throughout the production cycle.
• Communication: Serve as the primary point of contact for assigned customers regarding order status, estimated ship dates, inventory availability, and production lead times.
• Inventory Monitoring: Monitor inventory levels of customer-owned materials or frequently ordered finished goods, alerting customers when reordering is necessary.

Internal Coordination and Liaison

• Pricing/Quoting: Work closely with the Costing department and Sales Representatives to generate or update pricing quotations for standard and non-standard label jobs.
• Prepress Coordination: Act as a liaison between the customer and the Prepress department, facilitating the submission of artwork, coordinating the proofing process, and obtaining final customer sign-off on proofs.
• Production Liaison: Communicate customer specifications, special instructions, and urgent deadlines to the Production Planning and Scheduling teams.
• Problem Resolution: Quickly and professionally address customer complaints, quality issues, or shipping discrepancies by coordinating corrective action with the Quality Control (QC), Production, and Shipping departments.

Administrative Support

• Documentation: Maintain accurate, up-to-date customer files, including pricing agreements, order history, communication logs, and quality documentation.
• Billing Support: Assist the Billing department by confirming order details and pricing needed for accurate invoice generation.
• Reporting: Generate internal reports on open orders, backlogs, and customer activity as required by the Sales Manager.

Required Qualifications and Attributes

• Experience: 2+ years of experience in a Customer Service, Account Coordination, or Sales Support role, preferably in a Business-to-Business (B2B) environment. Experience in the printing, packaging, or manufacturing industry is a significant advantage.
• Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Experience with a modern ERP (Enterprise Resource Planning) or CRM (Customer Relationship Management) system is required.
• Communication Skills: Exceptional verbal, written, and interpersonal communication skills, with a professional and patient demeanor.
• Attributes: Highly organized, detail-oriented, accurate, and proactive with strong problem-solving capabilities. Must be able to manage multiple priorities in a fast-paced environment.

MPI offers a competitive wage, health insurance, 401(k), paid holidays & vacation.

E-mail your resume and references to dougl@mpilabels.com