Account Support Coordinator

Whitlam Group is seeking a highly organized and customer-focused Account Support Coordinator to join our growing team. In this role, you'll serve as the primary point of contact for assigned customer accounts, ensuring orders move seamlessly from order entry through production and on-time delivery. Working closely with Account Managers, Scheduling, Prepress, Production and Shipping, you'll coordinate customer orders, communicate updates, resolve issues and build lasting customer relationships. This is an excellent opportunity for someone who enjoys problem-solving, thrives in a fast-paced manufacturing environment and is passionate about delivering exceptional customer service. KEY RESPONSIBILITIES: - Serve as the primary contact for assigned customers, providing exceptional service and timely communication. - Process customer orders accurately, ensuring pricing, specifications and quantities are correct. - Coordinate with Scheduling and other departments to confirm lead times, production requirements and delivery expectations. - Monitor orders throughout the production process and proactively communicate status updates. - Resolve customer concerns related to order status, quality, delivery, returns and billing by partnering with internal teams. - Maintain accurate customer records, pricing, specifications and order history within ERP systems. - Support quoting activities by gathering job information and coordinating with internal departments. - Process EDI transactions and acknowledge customer orders through email or customer portals. - Track shipments and assist customers with order-related requests, including returns, complaints and documentation. - Maintain organized customer files, forecasts, purchase orders and work instructions. - Monitor customer inventory programs and communicate inventory needs when appropriate. - Help ensure compliance with customer requirements, quality standards and company procedures. - Identify opportunities to improve processes and enhance the customer experience. - Provide backup support for team members as needed. - Participate in a rotating remote weekend coverage schedule to support customer needs. QUALIFICATIONS: REQUIRED QUALIFICATIONS - High school diploma or equivalent. - Minimum 2 years of customer service experience. - Proficiency with Microsoft Office, including Excel, Outlook and Word. - Strong organizational skills with the ability to manage multiple priorities and deadlines. - Excellent attention to detail and accuracy. - Strong problem-solving and critical thinking skills. - Outstanding written and verbal communication skills. - Ability to collaborate effectively with cross-functional teams. - Professional, customer-focused approach with excellent relationship-building skills. - Self-motivated with a strong sense of ownership, urgency and follow-through. - Commitment to continuous improvement and delivering exceptional customer service. PREFERRED QUALIFICATIONS - Customer service experience in a manufacturing, printing or packaging environment. - Experience with ERP or order management systems. ABOUT WHITLAM GROUP Whitlam Group is a leading manufacturer of pressure-sensitive labels and specialty packaging solutions, serving customers across a variety of industries. We are committed to quality, innovation and continuous improvement, investing in our people, technology and processes to deliver exceptional products, service and value to our customers. WHY JOIN WHITLAM GROUP At Whitlam Group, our team is the foundation of our success. We offer a collaborative, team-oriented environment wher