Position: Account Coordinator & Sales Support
Department: Sales
Reports To: Sales Manager/Leader
Employment Type: Full-Time, Non-Exempt
Location: City of Industry, California
Compensation: from $20-$22 /hour base pay + performance bonus.
Position Summary
Custom Cup Factory is seeking a detail-oriented Customer Account Manager to support and grow customer relationships across our wholesale and online packaging business. This role combines customer account service, CRM and pipeline maintenance, sales follow-up, sample coordination, order support, and account reactivation. The ideal candidate is organized, responsive, comfortable working across customer service and sales systems, and able to follow opportunities through the next documented action.
Key Responsibilities
Customer Account Management & Recovery
- Review lost opportunities and inactive accounts, including customers with no sales activity for more than two years.
- Review customer purchase history, prior quotations, product usage, unresolved issues, and likely reorder timing to identify appropriate reactivation opportunities.
- Follow up with existing customers, abandoned Shopify checkouts, pending inquiries, and backordered customers using clear, helpful, and timely communication.
- Maintain accurate account ownership, sales stage, status, next action, and follow-up date in the approved CRM.
CRM & Customer Data Administration
- Import and organize prospect and customer data from approved sources, including prospect lists, QuickBooks customers with no sales activity for more than two years, and Shopify customers with order quantity 10K or more.
- Clean, deduplicate, categorize, and maintain CRM records while preserving customer ownership and interaction history.
- Record every meaningful customer interaction, response, commitment, issue, and next step on the same business day.
- Prepare routine pipeline, reactivation, backorder, follow-up, and CRM-completion reports for management.
Customer Service & Order Support
- Respond professionally to company phone calls, live chat, customer emails, and assigned online inquiries.
- Create new customer accounts and approved estimates or orders in QuickBooks using accurate customer, product, quantity, pricing, tax, payment, and shipping information.
- Coordinate with Sales, Operations, Purchasing, Accounting, and the warehouse to resolve stock, backorder, shipping, payment, or order-status questions.
- Report customer complaints promptly, collect relevant order information and evidence, document the issue, and avoid promising refunds, replacements, credits, or delivery dates without authorization.
Sample Coordination & Follow-up
- Confirm the customer's product needs, sample selection, contact information, shipping method, and assigned sales owner before preparing samples.
- Coordinate clean and accurate sample preparation, mailing, tracking, delivery confirmation, and documented follow-up.
- Use sample conversations to clarify product fit and advance qualified opportunities without making unsupported product or inventory claims.
Sales Support & Lead Follow-up
- Support approved lead-development campaigns through personalized cold emails, Instagram messages, LinkedIn messages, and other assigned channels.
- Qualify customer interest by confirming business type, product, size/material, quantity, timing, accessories, shipping needs, and decision process.
- Identify relevant upselling and cross-selling opportunities based on actual customer needs and purchase history.
- Route new-business opportunities and customer-facing sales commitments to the assigned sales representative unless management assigns ownership differently.
Required Qualifications
- At least 1-3 years of experience in account coordination, customer service, sales support, inside sales, wholesale, distribution, e-commerce, or a related role.
- Professional spoken and written English; ability to communicate clearly by phone, email, chat, and CRM notes.
- Strong organization, follow-up, data-entry accuracy, and comfort managing multiple open customer issues and deadlines.
- Experience with CRM systems and business software; QuickBooks, Shopify, or comparable order-management experience is strongly preferred.
- Comfort learning product specifications, packaging sizes/materials, MOQs, accessories, pricing controls, and order procedures.
- Proficiency with CRM systems, Google Workspace or Quickbooks. Experience using AI tools responsibly as a work aid is a plus.
- Mandarin or Spanish is helpful but not required.
Key Performance Expectations
Performance Area
Expected Result
Responsiveness
Inbound calls, chats, and assigned customer messages handled promptly and professionally.
CRM Accuracy
Activities and next steps recorded on the same business day; records remain complete and deduplicated.
Follow-up Control
No abandoned checkout, backorder, sample, complaint, or reactivation opportunity is left without an owner and dated next action.
Account Recovery
Inactive and lost accounts are reviewed systematically and qualified opportunities are reactivated or dispositioned.
Order Accuracy
QuickBooks customer/order entries and internal handoffs are accurate and complete.
Teamwork
Customer commitments and exceptions are coordinated with Sales, Operations, Accounting, Purchasing, and warehouse teams.
Work Authorization & Physical Requirements
- Must be authorized to work in the United States.
- This is an on-site position in City of Industry, California.
- Ability to work at a computer and communicate by phone for extended periods, and occasionally move light sample boxes or materials with reasonable accommodation.
Work Schedule
- Regular business hours are Monday through Friday 8:30 AM–5:30 PM, or as assigned.
- Occasional overtime, evenings, or weekends may be required based on business needs.
Work Environment
- This position is primarily performed in an office environment and requires close daily interaction with the President and employees across multiple departments.
- Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Compensation
The anticipated pay range is $20.00-$22.00 per hour, depending on directly relevant experience, product and systems knowledge, communication ability, and demonstrated performance. This position is hourly and non-exempt. Any bonus or commission eligibility must be separately approved and documented in writing.
Career Growth Opportunities
Qualified employees may have opportunities for advancement into senior administrative or operations support roles based on performance, business needs, and demonstrated abilities.
Why Join Custom Cup Factory?
- Work directly with the President and gain exposure to all aspects of the business.
- Join a growing U.S. foodservice packaging manufacturer and distributor.
- Develop valuable business communication, organizational, and leadership skills.
- Work in a collaborative and fast-paced environment.
- Enjoy opportunities for long-term professional growth.
Equal Employment Opportunity
Custom Cup Factory, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.
Pay: $20.00 - $22.00 per hour
Work Location: In person
