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About the Role

Manage complex customer accounts and ensure consistent execution across customer service, production, scheduling, prepress, quality, and sales functions. This critical role is designed for experienced team members who manage high-touch accounts requiring elevated operational coordination and customer support. You will serve as the primary point of contact for assigned customers, ensuring orders, timelines, specifications, and expectations are met accurately and efficiently, playing a key part in protecting customer satisfaction and driving consistency.

Responsibilities

Build and maintain strong relationships with assigned customer accounts.
Serve as the primary customer contact for order execution, issue resolution, and day-to-day communication.
Maintain a strong understanding of customer requirements, timelines, and expectations.
Coordinate activities across Customer Service, Production, Scheduling, Prepress, Quality, Finance, and Sales.
Manage complex customer requirements, revisions, priorities, and escalations.
Ensure accurate and timely execution from order placement through delivery.
Support key performance metrics including on-time delivery, responsiveness, order accuracy, and service consistency.
Identify and escalate risks that could impact delivery, quality, or customer satisfaction.
Ensure accurate order management, documentation, pricing, and invoicing.
Support customer satisfaction and long-term account retention.
Partner with Sales and internal teams to support onboarding, expansions, and customer initiatives.
Help resolve customer concerns quickly and professionally.
Work closely with internal teams to improve communication, alignment, and execution.
Participate in customer meetings, business reviews, and operational discussions as needed.
Support continuous improvement and standardization initiatives.

Requirements

Minimum 3-5 years' experience in Customer Service and/or Sales, preferably in a manufacturing environment.
Quick learner who will dive headfirst into the product and team environments to understand intricacies.
Strong desire to provide the ultimate Customer Experience.
Strong sense of urgency and the ability to multitask.
Ability to meet strict internal and external timelines & milestones.
Ability to effectively provide, receive and respond positively to constructive feedback.
Ability to produce professional documents, including spreadsheets, correspondence, and email.

Skills

Customer Focus
Operational Mindset
Communication & Collaboration
Adaptability & Initiative
Problem Solving
Organization & Multitasking
Written communication
Verbal communication

Experience Level

3-5 years

Salary/Compensations

50,000 - 70,000 CAD