Job Summary:

The Sales Service Coordinator serves as a key liaison between Indiana Carton Company’s clients, Account Managers, and internal departments to ensure efficient coordination of customer orders from start to finish. This position plays a vital role in maintaining strong customer relationships through responsive communication, accurate order entry, proactive inventory management, and timely issue resolution. The role requires a balance of customer service expertise, attention to detail, and strong organizational and analytical skills to anticipate needs, meet deadlines, and support overall business efficiency.

This position supports ICC’s EOS framework by participating in quarterly ROCKs, weekly Scorecard reporting, quarterly discussions with your supervisor, and annual performance management discussions, ensuring alignment with company goals and metrics. The Sales Service Coordinator also contributes to maintaining cybersecurity compliance, upholding company values, and promoting a positive and collaborative workplace culture.

Key Roles/Responsibilities: (EOS Accountability)

· Manage Customer Inquiries and Expectations

· Order Entry

· Manage Inventory – Reorder Points and Forecasting

· Assist in Job Coordination

· Liaison Between Account Manager (Sales) and Client

Primary Duties/Responsibilities:

· IT Security Compliance—Participate in and adhere to company-provided cybersecurity education and prevention courses, ensuring compliance with IT security policies and best practices to protect company data and systems.

· Participate in the EOS platform—Attend scheduled one-to-one meetings, quarterly discussions, annual reviews, and department meetings. Complete Performance Management documents and quarterly ROCKs and report weekly Scorecard Metrics as assigned.

· Support and actively participate in Culture and Employee Engagement initiatives that promote a positive workplace environment.

· Coordinate production needs internally from start to finish, working with the designated salesperson, scheduler, production, artist, estimator, and customer to fulfill a contract and purchase orders.

· Build sustainable relationships and trust with new and existing customer accounts and external distributors through open, responsive, and interactive communication.

· Liaison between customer accounts and the national sales team.

· Respond to customer inquiries related to requests regarding purchase orders, quotes, inventory, pricing, invoicing, and shipping information.

· General understanding of freight and transit times.

· Process a high volume of customer purchase orders manually and accurately into the ERP system daily.

· Attention to detail and critical thinking are required when entering and processing orders.

· Analyze inventory levels to ensure getting a new contract for reorders. Communicating internally when and how many additional product runs are left on a contract. Following the order releases through the process, ensuring on-time fulfillment. Process signed contracts.

· Resolve customer issues, provide appropriate solutions and alternatives with a quick response, and follow through to ensure resolution.

· Secondary job duties:

o Assisting with answering the phone, filing, checking invoices, receiving freight appointments, and running credit card transactions as needed.

o Communicate with other departments to ensure follow-through of customer items and requests such as parts numbers, special orders, production exceptions, etc.

o Cross-train within the department to backup team members.

o Communicate back-order notifications to customers as appropriate while suggesting substitutions and alternatives when available.

· Performs other duties as required.

Required Skills/Abilities:

· Excellent verbal and written communication skills.

o Ability to present information to others concisely and clearly.

o Quick and Accurate typing and 10-key skills.

· Excellent active listening skills.

· Excellent interpersonal and negotiation skills.

o Ability to build and sustain relationships (internal and external).

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

o Prioritizes workload efficiently.

o Ability to effectively multitask.

o Ability to anticipate and address upcoming needs.

· Strong analytical and problem-solving skills.

o Ability to learn new concepts quickly and accurately.

o Ability to work independently with little oversight required.

· Must be highly reliable and share the company's core values.

o Do the Right Thing, Caring, Teamwork, Hard-Working, Humble Confidence.

· Ability to adapt to the needs of the organization and employees.

· Ability to prioritize tasks and delegate them when appropriate.

· Working Knowledge of

o Experience or Working Knowledge of (Microsoft Office Suite 365 - Word Processing, Spreadsheets, Presentation Models, Calendar Application)

o Experience or Working Knowledge of (CRM - Zendesk, ERP - Advantzware, MES/OEE - Vorne, IMS - Netstock, PMS – PrimaLogik)

Education and Experience:

· High School degree required, Post-Secondary Degree is strongly preferred.

· Prior experience in customer service and/or sales role.

Physical Requirements:

General Physical Requirements:

Standing/Sitting – Job may require prolonged standing, sitting, or both.

Walking – Ability to move throughout the office and production area, for extended periods or across long distances.

Reaching/Handling – Frequent reaching, grasping, or fine motor skills are necessary.

Sensory and Communication Abilities:

Hearing Requirements – Ability to hear alarms, machinery, or verbal instructions in a noisy environment.

Visual Requirements – Vision needs such as color recognition, depth perception, close-up work, and computer operation.

Speech/Communication – Need for clear verbal communication with team members or customers.

Dexterity and Coordination:

Manual Dexterity – Fine motor skills are needed for tasks like assembly, data entry, and/or typing.

Work Schedule and Fatigue Considerations:

Shift Work – Required hours at desk prepared to work are Monday – Thursday 8:00 AM – 4:00 PM, and Fridays 8:00 AM – 3:00 PM. *Friday hours may change seasonally.

Overtime Requirements – Position is designed to be completed in 40 hours each week; however, some overtime may be required to meet the needs of the business.

PPE (Personal Protective Equipment) Requirements:

Closed-Toe/Closed-Heel Shoes are necessary for safety reasons.

*This document in no way states or implies that these are the only duties to be performed by the employee occupying this position.