Job Description

PHOENIX, founded in 1890 and headquartered in Aurora, IL, is a privately held, full-service manufacturing firm. We specialize in injection-molded closures serving a wide range of industries. Our mission is to provide the highest level of product quality and support to our customers. We’ve experienced continuous growth over our long history and due to an internal move, we are looking to strengthen our team.

We’re looking for an Account Coordinator to join PHOENIX. This hybrid role involves building success through dependability, service, and action. Working with our National Account Managers, you will communicate customer needs across departments to ensure timely product delivery and drive overall customer satisfaction and success.

ESSENTIAL FUNCTIONS:

· Customer success – ensure that we are providing exceptional service to our B2B customers and proactively address updates, issues or concerns.

· Manage the order process with your customer from receipt and entry, through any changes or expediting requests and continue to communicate and assist through shipment of the order

· Maintain customer database including set up of new customers, updating addresses and contacts, along with any customer requirements or instructions

· Develop understanding of how we internally process, schedule, manufacture, inventory, and ship customer orders for your key accounts.

· Work with sales and scheduling to maintain inventory of customer stocks and current forecast

· Provide closure recommendations and request samples through Salesforce

· Request quotes and manage pricing through ERP system

· Collaborate with other departments to resolve client issues, and participate with new/challenging customer projects

· Provide support to National Account Managers by assisting with new business development and coordinate product conversions as needed

· Manage other customer requests such as new part numbers, regulatory documentation, or specifications

· Provide back-up within the department

OTHER RESPONSIBILITIES:

• Performs other duties that may be assigned from time to time;
• Responsible for following all Safety Rules, policies, procedures and work instructions;
• Responsible for following all Food Safety related policies and procedures;
• Backup: Front Desk and Sample Room as needed

Requirements

EDUCATION AND EXPERIENCE:

Proven experience in Customer Success, Account Management or Sales, particularly in the manufacturing industry. Bachelor’s degree preferred.

SKILLS & KEY COMPETENCIES:

· Strong communication and interpersonal skills

· Problem-solving and critical-thinking abilities

· Ability to build and maintain strong customer relationships

· Excellent organizational and project management skills

· Proactive approach to identifying opportunities for customer success and growth.

· Proficient in Office 365; experience with DW/IQMS and Salesforce, a plus

PHYSICAL DEMANDS:

• Pushing or Pulling (60-lbs. typically 0-15% of the day) - boxes, printers, computers/monitors
• Lifting or Carrying (0-35 lbs. typically 0-15% of the day) - boxes, printers
• Fine Manipulating (typically over 70% of the day) - computer usage

EQUIPMENT USED:

• Computer, Phone, Scanner/Printer

CONTACTS:

• Sales, Warehouse/Shipping, Scheduling/Purchasing, Engineering, Accounting & MIS

SUPERVISION:

• Reports to Director of Customer Success