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Phoenix Packaging Operations, LLC Account Manager in Dublin, Virginia

Phoenix Packaging Operations, LLC (PPO) is a Packaging and Containers company located in Dublin, VA and Phoenix, AZ in the United States. PPO is a subsidiary of Grupo Phoenix. Grupo Phoenix is one of the most important packaging companies in the Americas.

Our products target the commercial food packaging, food service and disposable consumer products industries. Our manufacturing locations total eleven production plants: two in Colombia, one in Mexico, five in Venezuela, one in Ecuador and two in the United States.

We have been leaders in Latin America for over 20 years; our award winning packaging innovations and leading brands have fueled our growth and expansion from our original territories to more than 20 different countries including the United States.

Grupo Phoenix is deeply committed to the community, its people, its workforce and the countries where it has presence through each one of its companies, focusing on growth, innovation and sustainability.

Job Description

Responsible for daily interaction with current, prospective and new customers. Provide information on product inquiries and services as well as investigate and resolve any customer complaints / issues. The position is responsible for the following tasks.

  1. Lead Initiatives to improve communication and customer satisfaction.2. Lead and coordinate communication with all internal departments on priorities and risk factors to understand specific customer needs.3. Oversee inventory management at multiple locations and provide ongoing maintenance of Min-Max inventory or make to order requirements. Develop inventory recovery plans and associated time line.4. Maintain and manage relationships with warehouse team, carrier, vendors, and customers for a better coordination. Proactive communication is needed at all times including after office hours and weekends (H1).5. Critical decision making impacting accounts daily and upon internal or external issues. Finding creative solutions to shipping problems.6. Compile detailed personalized account information to enable executive decisions7. Conduct internal emergency meetings with production, quality, warehousing and logistics.8. Utilize effectively multiple software tools to enter information.9. Place, track and meet deadlines for overseas orders. Communicate with the different partners in Colombia, Venezuela, and Mexico. Coordinate those orders to match production schedules internally (VA and/or AZ) and meet final customer delivery commitments.10. Prepare and distribute product or service reports by collecting and analyzing customer information11. Manage and distribute quality complaints through proper channels making sure the problems/issues are resolved in a timely manner and effectively communicated to the customers.12. Resolve service or billing complaints by performing activities such as exchanging merchandise, refunding money and adjusting bills13. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for any returned goods.14. Send samples requested by Sales.15. Coordinate customer visits with sales and HR to define agenda and plant tours when needed.16. Support sales on the needed documentation for the collection of outstanding invoices17. Participate in customer visits as needed

Job Requirements

Minimum of one (1) to two (2) years of experience in customer service, preferably a manufacturing environment.

Associate’s degree in Business or related field required.


  • Medical Insurance

  • Vision Insurance

  • Dental Insurance

  • Life/Accidental Death & Dismemberment Insurance

  • Short Term Disability

  • Long Term Disability

  • 50% Gym Membership Reimbursement

  • 401(k) with 2% Match

  • Accidental Insurance

  • Critical Illness Insurance

  • Hospital Indemnity

  • Identify Theft

  • Employee Assistance Program