Customer Service Account Manager at RLG Healthcare in Commack, NY

Job description

• As a Customer Service Account Manager, you are responsible for managing complex customer accounts and ensuring consistent execution across customer service, production, scheduling, prepress, quality, and sales functions. This is a critical Customer Service role designed for experienced, highly capable team members who manage high-touch accounts requiring elevated operational coordination and customer support.
• You serve as the primary point of contact for assigned customers, ensuring orders, timelines, specifications, and customer expectations are executed accurately and efficiently. This role plays a key part in protecting customer satisfaction, supporting operational execution, and driving consistency across the customer experience.
• The Customer Service Account Manager supports a broad range of print and packaging solutions including flexographic, digital, RFID, offset, and lithographic technologies.

Responsibilities

• Customer Account Management
• 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
• Complex Execution & Coordination
• 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
• Operational Performance
• 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
• Customer Support & Retention
• 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
• Cross-Functional Collaboration
• 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

• Customer Focus
• Builds trust with customers through responsiveness, accountability, and strong execution
• Operational Mindset
• Understands manufacturing workflows, timelines, and the importance of execution accuracy
• Communication & Collaboration
• Communicates effectively across customers, plants, and cross-functional teams
• Adaptability & Initiative
• Thrives in a fast-paced environment, embraces change, and takes ownership of issues and outcomes
• Problem Solving
• Identifies issues proactively and drives solutions with urgency and professionalism
• Organization & Multitasking
• Effectively manages multiple priorities, timelines, customer requests, and operational activities
• 3–5+ years of Customer Service, Account Management, or Sales Support experience in manufacturing, print, packaging, labels, or related industries
• Experience supporting complex customer accounts and operational coordination
• Exposure to flexographic, digital, RFID, offset, lithographic, or related print technologies preferred
• Strong organizational and ERP/system skills
• Excellent written and verbal communication skills
• Ability to work independently in a fast-paced manufacturing environment

Skills

Required

• Customer focus
• Operational mindset
• Communication & collaboration
• Adaptability & initiative
• Problem solving
• Organization & multitasking
• ERP/system skills

Benefits

• Why work with us? Take a look at all we have to offer!
• Paid Time Off and Paid Holidays
• Comprehensive and Competitive Medical, Dental and Vision coverage
• Company Paid Short-Term Disability Insurance and Life Insurance
• Additional Benefits -- Long-Term Disability, Supplemental Life, Accident and Critical Illness Coverage Plans
• Excellent 401(k) retirement plan with generous company contribution
• We pride ourselves in investing in our employees by offering onsite training and the ability to have unlimited growth
• potential within our organization
• We believe in rewarding our employees with performance-based salary increases
• CLICK HERE to watch a video and learn more about us!
• $70,000 - $79,000