Internal Sales Representative

Customer Account Manager

Build your career with an industry leader. As the global leader of premium labels, MCC helps brands stand out in competitive markets and inspire positive consumer experiences. Backed by over a century of printing experience, MCC is focused on the future by developing consumer-driven innovations and sustainable packaging solutions. Working for our team, you can truly make a difference.

To serve as the central operational and commercial liaison between the customer and internal teams, ensuring seamless end-to-end order execution, exceptional customer experience, and strong account development. The role blends customer service, sales support, project coordination, and account management to maintain customer satisfaction and drive business outcomes.

Why work at MCC:

• Compensation: $65,000
• Generous benefits package including medical, dental, vision, disability, life insurance and 401(k)
• Paid holidays: New Years, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, plus two floating holidays

Responsibilities:

• 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.
• 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.
• 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.
• 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.

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

Qualifications:

• 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