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Customer Service Account Manager

Summary

Description

Account Manager

General Position Summary: The Customer Service Account Manager is responsible for managing customer accounts, overseeing order development, and ensuring successful project execution from concept through delivery. This role requires strong communication, organizational, and problemsolving skills, as well as the ability to coordinate crossfunctional teams to meet customer expectations.

Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned customers, maintaining professional and proactive communication.
• Build, develop, and strengthen customer relationships to support longterm business success.
• Liaise with customers regularly to provide updates, clarify expectations, and address questions or concerns.
• Follow up with customers regarding payments when necessary.

Order & Project Management

• Direct and manage the full order lifecycle from initial request through production and shipment.
• Enter and maintain items in the master database.
• Prepare and process customer orders accurately within the system.
• Monitor all aspects of job orders, including timing, pricing, feasibility, raw material availability, and production requirements.
• Analyze customer forecasts and coordinate with the purchasing department to ensure timely ordering of raw materials.
• Manage new customer projects, including feasibility assessments, timelines, and pricing.
• Compile feasibility and pricing requests for new orders and prepare customer quotes.
• Track order milestones, deliverables, and critical paths to ensure ontime completion.
• Manage aged inventory and communicate with customers as needed.

CrossFunctional Collaboration

• Communicate customer expectations clearly and promptly to internal teams.
• Collaborate with production, estimating, sales, and other departments to ensure alignment and resolve issues.
• Negotiate with internal departments when additional resources or support are required.
• Delegate tasks and responsibilities to appropriate personnel to meet project goals.
• Participate in team meetings and contribute to a collaborative work environment.

Issue Resolution & Quality Management

• Identify and resolve issues, conflicts, or delays that may impact customer satisfaction or project timelines.
• Open and manage internal and external nonconformances, ensuring timely communication and resolution with customers.
• Proactively manage changes in order scope and develop contingency plans when needed.
• Define success criteria for each order and ensure all stakeholders understand expectations.

Reporting & Documentation

• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Determine the frequency and content of status reports and analyze results to identify improvement opportunities.
• Maintain a clean, organized, and efficient work area.

Skills, Competencies, and Qualifications

• Strong analytical and problemsolving skills.
• High level of customer service effectiveness.
• Ability to manage change and adapt to evolving priorities.
• Strategic thinker with strong organizational abilities.
• Excellent verbal and written communication skills.
• Strong sense of responsibility, accuracy, and attention to detail.
• Ability to multitask and meet multiple deadlines in a fastpaced environment.
• Flexibility and willingness to support team needs.

Technical Skills

• Proficiency in Microsoft Office Suite, especially Excel.
• Knowledge of printing production processes, raw materials, and equipment is strongly preferred.
• Understanding of customer service and order management best practices.

Physical Demands

Employees must be able to perform the following essential functions, with or without reasonable accommodation:

• Sit or stand at a workstation for extended periods.
• Use hands, wrists, and fingers frequently for typing, writing, and handling office materials.
• Walk through production areas as needed, navigating around equipment and active work zones.
• Occasionally bend, reach, or lift office supplies or files weighing up to twentyfive (25) pounds.
• Move safely between office and production areas, which may involve exposure to noise, temperature variations, or dust.
• Visually review documents, screens, and data for extended periods.
• Wear required PPE when entering production areas (e.g., safety glasses, hearing protection, highvisibility vests).

Workplace Safety Guidelines

• Comply with all company safety policies, procedures, and PPE requirements, especially when entering production areas.
• Participate in required safety and compliance training relevant to office and productionadjacent work.
• Follow safe travel practices in operational areas, including staying within designated walkways and observing posted warnings.
• Immediately report observed unsafe conditions, equipment issues, or incidents in office or production areas.
• Maintain an ergonomic, organized, and hazardfree workspace to support safe and efficient operations.
• Secure confidential and sensitive documents in accordance with company policy.

The Benefits
PTO starting at 10 days(pro-rated based on month of hire) and building to 15, 20, and finally 25 days with each year of employment)
    3 sick/personal days
    8 paid holidays
    Bonus through our profit sharing program
(with option of an HSA including a company contribution up to $750)HDHP    Significantly subsidized health plans, choose between PPO or
HDHP 
  Marathon Health is added to the health plan at no extra cost to you, it offers local services at 4 locations including on-site prescriptions, quicker wait times (same day or next day), visits are no cost for the PPO plan and only $15 on
    Dental insurance 
    100% company paid Short and Long Term Disability Insurances
    100% company paid Vision Insurance
    100% company paid Life (AD&D) Insurance up to $50k
    Option to choose supplemental insurance coverage plans
    401K with matching (100% up to 3% and 50% up to 4%)
    Access to our discount platform Benefit Hub
    We host employee and family events such as Kings Island at Christmas, our annual employee day in Fall, as well as other fun activities throughout the year      
Apply NOW if you have a strong work ethic and are ready to begin your career with family owned company that makes employee satisfaction a top priority!

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