Account Coordinator Team Lead (PC&B)

Edinburgh, United Kingdom (Hybrid)

Berlin Packaging is the world’s largest Hybrid Packaging Supplier®, providing packaging solutions in glass, plastic, and metal to companies across a wide range of industries, including food & beverage, beauty, healthcare, and industrial markets. As a “one-stop shop,” we combine design & innovation, manufacturing services, and supply chain capabilities to help customers bring their products to market in the most efficient and impactful way. With more than a century of experience in the packaging industry, Berlin Packaging operates on a global scale, supported by an extensive network of suppliers, warehouses, and commercial teams. This unique hybrid model allows the company to offer both standard and highly customized solutions, helping customers increase sales, reduce costs, and improve productivity through smarter packaging.

What sets Berlin Packaging apart is its entrepreneurial mindset and strong customer focus. Employees are encouraged to think like owners, act decisively, and collaborate across functions and geographies to deliver measurable results.

Core Beliefs:

The company’s culture is built around innovation, creativity, speed, and a continuous drive to “help customers become greater, faster,” making it a dynamic environment for people who want to make an impact.

Job Summary:

The Customer Service (CS) department supports multiple business units across Berlin Packaging. Account Coordinators are responsible for managing customer accounts, handling day-to-day customer contact, processing orders, and coordinating closely with internal teams and suppliers to ensure product availability and timely delivery.

The role acts as a key point of contact for customers and colleagues in relation to orders, quotations, invoicing, stock, and logistics. Account Coordinators may support E-Commerce, Beauty, Personal Care, or Food & Beverage customers across specific regions or countries.

Note: This job description outlines the full range of potential responsibilities. Individual Account Coordinators may have specific duties aligned to a defined area of the business.

ACCOUNTABILITIES:

Customer & Account Management
Build and maintain strong, trusted relationships with customers
Act as the primary point of contact for customer queries, orders, quotations, invoicing, and logistics
Manage customer accounts across various industry sectors
Handle customer complaints and provide timely, appropriate resolutions
Order, Stock & Supply Coordination
Process and manage sales and purchase orders
Manage forecasts, monitor order progression, and schedule deliveries to meet customer requirements
Liaise with suppliers regarding inventory availability and cargo-ready dates
Work closely with Procurement, Logistics, and Inventory teams to ensure product availability
Monitor stock levels to minimise shortages and over-stocking
Support inventory management targets, including slow-moving and no-moving stock reviews
Maintain and oversee supplier purchase order tracking system, ensuring accurate reporting of order status, production progress, delivery schedules and potential supply chain risks
Coordinate inbound shipment consolidation to maximize container utilization, optimize freight costs, and ensure timely delivery through effective collaboration with supplier and logistics partners
Commercial & Sales Support
Develop and maintain strong product knowledge across the portfolio
Promote products, including upselling and increasing wallet share where appropriate
Support the external sales team by providing accurate data and operational support
Assist with purchasing activities, ensuring products meet agreed specifications, costs, and timelines
Leadership and development
Take responsibility for all elements of Account Coordinator activities, including performance, absenteeism, holiday, reviews etc.
Using leadership principles ensure that all team members have a development plan and formal monitoring is in place
Develop, along with the Head of Account Coordinators, a personal development plan
Operational & Compliance Responsibilities
Monitor and plan transport loads according to priorities and requirements
Ensure purchase order invoices generated by Customer Service are correctly actioned and closed
Adhere to all company policies and procedures, including Health & Safety requirements
Maintain effective communication with internal stakeholders across the business

SKILLS AND EXPERIENCE – REQUIRED FOR THE ROLE:

Previous experience in an office-based customer service or internal sales support role
Ability to manage multiple tasks, prioritize effectively, and work with strong attention to detail
Strong communication skills, both verbal and written.
Ability to work collaboratively within a fast-paced team environment
Confident, focused, professional and positive attitude
Reliable, trustworthy and adaptable
MS Office knowledge, especially Excel and Experience of Sage 200 would be preferred
Experience of Salesforce advantageous

BENEFITS

Full Time, permanent
Perk Box Membership
Non Sales bonus scheme
Company contributing Pension Scheme
25 days holiday, plus bank holidays