Customer Account Representative

About MCC / IMLMulti-Color Corporation (MCC) is a global leader in premium label solutions helping brands stand out and connect with consumers worldwide. With over 12000 employees across 25 countries we combine global expertise with local service to drive innovation in :The Hybrid Customer Service Team delivers MCCs World Class Service model by providing clear concise and timely information regarding our customers purchase orders and shipments. This requires obtaining and utilizing an in-depth knowledge of our customers and the products that we produce for them. This will be achieved by demonstrating analytical thinking comprehending the use of MCCs business systems and exceptional communication skills. Key Responsibilities:1. Customer Account & Relationship ManagementBuild and maintain strong trust-based relationships with customers through open and proactive as the key internal contact for customer accounts ensuring alignment with commercial terms expectations and execution regular customer plan meetings feedback sessions and satisfaction customer visits participate in trade fairs and guide customers during press approvals and facility customer escalations complaints and queries professionally and promptly.2. Order & Project CoordinationProcess and monitor customer orders in ERP systems ensuring accuracy pricing alignment and timely with planning logistics prepress and QA to ensure timely delivery and quality artwork and trial productions secure approvals and ensure documentation is and manage proformas quotations invoices and purchase and archive all project-related information.3. Commercial & Financial Follow-UpRevise and prepare pricing documentation in coordination with calculation margins and order profitability monthly with sales sales during customer visits trade show interactions and promotional up on lost orders delayed payments and outstanding and update customer contact details and sales data in CRM/ERP.4. Complaint Handling & Continuous ImprovementReceive and document external complaints per ISO and/or FDA-compliant with QA to execute resolution and resolve NCRs; propose corrective actions to reduce recurring in continuous improvement initiatives for systems workflows and customer experience.5. Performance Indicators (KPIs):OTIF (Delivery in Full On Time)Customer satisfaction scores and feedbackNon-Conformance Reports (NCRs) and resolution timeAccuracy of CRM/ERP data and documentationContribution to margin retention and revenue protectionRequired Qualifications & Skills:Essential:2 years experience in internal sales customer service or order management (preferably in a manufacturing or label/packaging industry)Strong organizational and project coordination skillsProficiency with ERP (e.g. SAP Axapta) CRM and Microsoft OfficeExcellent verbal and written communication skillsAbility to manage multiple priorities under pressureDesirable:Experience with ISO/FDA/quality-regulated environmentsTechnical understanding of artwork and prepress coordinationAbility to assess and discuss color proofs and design adjustmentsAdditional language skills for international communicationAttributes & Behaviors:Customer-focused with a proactive and problem-solving mindsetTeam-oriented and collaborative across departmentsCurious adaptable and committed to continuous learningHigh attention to detail and commercial awarenessStrong cultural intelligence for working with global stakeholders