Customer Account Representative

About MCC / IML

Multi-Color Corporation (MCC) is a global leader in premium label solutions, helping brands stand out and connect with consumers worldwide. With over 12,000 employees across 25+ countries, we combine global expertise with local service to drive innovation in packaging.

SUMMARY:

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 MCC’s business systems and exceptional communication skills.

 Key Responsibilities: 

1. Customer Account & Relationship Management

• Build and maintain strong, trust-based relationships with customers through open and proactive communication. 
• Act as the key internal contact for customer accounts, ensuring alignment with commercial terms, expectations, and execution timelines. 
• Conduct regular customer plan meetings, feedback sessions, and satisfaction surveys. 
• Coordinate customer visits, participate in trade fairs, and guide customers during press approvals and facility tours. 
• Handle customer escalations, complaints, and queries professionally and promptly. 

2. Order & Project Coordination

• Process and monitor customer orders in ERP systems ensuring accuracy, pricing alignment, and timely execution. 
• Collaborate with planning, logistics, prepress, and QA to ensure timely delivery and quality standards. 
• Coordinate artwork and trial productions, secure approvals, and ensure documentation is complete. 
• Prepare and manage proformas, quotations, invoices, and purchase orders. 
• Administer and archive all project-related information. 

3. Commercial & Financial Follow-Up

• Revise and prepare pricing documentation in coordination with calculation teams. 
• Evaluate margins and order profitability monthly with sales management. 
• Support sales during customer visits, trade show interactions, and promotional events. 
• Follow up on lost orders, delayed payments, and outstanding quotations. 
• Maintain and update customer contact details and sales data in CRM/ERP. 

4. Complaint Handling & Continuous Improvement

• Receive and document external complaints per ISO and/or FDA-compliant procedures. 
• Liaise with QA to execute resolution tasks. 
• Track and resolve NCRs; propose corrective actions to reduce recurring issues. 
• Engage in continuous improvement initiatives for systems, workflows, and customer experience. 

5. Performance Indicators (KPIs):

• OTIF (Delivery in Full On Time) 
• Customer satisfaction scores and feedback 
• Non-Conformance Reports (NCRs) and resolution time 
• Accuracy of CRM/ERP data and documentation 
• Contribution to margin retention and revenue protection 

Required 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 skills 
• Proficiency with ERP (e.g., SAP, Axapta), CRM, and Microsoft Office 
• Excellent verbal and written communication skills 
• Ability to manage multiple priorities under pressure 

Desirable:

• Experience with ISO/FDA/quality-regulated environments 
• Technical understanding of artwork and prepress coordination 
• Ability to assess and discuss color proofs and design adjustments 
• Additional language skills for international communication 

 Attributes & Behaviors: 

• Customer-focused with a proactive and problem-solving mindset 
• Team-oriented and collaborative across departments 
• Curious, adaptable, and committed to continuous learning 
• High attention to detail and commercial awareness 
• Strong cultural intelligence for working with global stakeholders