Customer Account Representative

Join the ZACROS team

Job Details

Position: Customer Account Representative
Location: Newark, Delaware
Reports to: EVP, General Manager of Living Package Business

Purpose of Position

The Customer Account Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the organization.

Essential Functions

  • Work closely with assigned set of customers in a specified industry to receive, process, and track sales orders for our flexible packaging products.
  • Act as a liaison between the customer, the company, and the supplier providing graphic design for customer products.
  • Provide timely and accurate information to incoming customer order status and product knowledge requests.
  • Establish a basic understanding of assigned industry drivers and customer needs.
  • Ensure accuracy of company order entry as it relates to the order, ship, and bill process: processing and confirmation of all customer orders to reflect order requested delivery date, product, quantity, ship date, shipping method, unit price, and projected invoice amount.
  • Work with scheduling to understand anticipated production plans, and coordinate with customer(s) accordingly.
  • Process all change orders and notify customers of changes in order status.
  • Maintain accurate list and off-list pricing for quotation to customers, providing quotes as requested.
  • Interface with logistics team to schedule shipments to customers.
  • Advise customers of any credit issues with their account that may prevent acceptance or shipping of orders, as needed.
  • Act as a customer advocate with internal business partners at all levels.
  • Generate Customer Complaint Reports (CCR) and direct them to Quality Manager and Engineering and R&D Manager for disposition and action.
  • Generate new specification requests and forward to Engineering for action.
  • Facilitate requests for new billing and shipping addresses to closure.
  • Conduct 3-5 customer visits/meetings per year to resolve issues, help generate goodwill, and ensure profitable business growth.
  • Partner with the Sales team to meet and exceed customer’s service expectations.
  • Participate in continuous improvement activities related to the Customer Service function.
  • Work safely and observe safety rules at all times.
  • Follow all company policies, procedures, and regulations.
  • Perform all other duties, as assigned.

Supervisory Responsibilities

  • None


  • High School Diploma, or equivalent required.
  • Four-year college degree strongly preferred.
  • Minimum of three years Customer Service experience required, preferably in a manufacturing environment.
  • Basic knowledge of graphic design.
  • Strong Microsoft Excel skills.
  • Major ERP experience required.
  • Strong analytical and organizational skills.
  • Strong interpersonal skills and ability to relate to all levels of employees.
  • Strong communication skills, both oral and written.

Physical Demands

  • Ability to lift up to 15 pounds.
  • Ability to sit for long periods of time.
  • Ability to walk length of the building or from department to department several times a day, as needed.
  • Agility of wrist, arms, and hands for typing and computer work.

Working Conditions

  • Office environment.

If you would like to apply for this position, please fill out our online job application form.