Account Manager

Responsibilities

• Serve as the primary point of contact for assigned customers, maintaining professional and proactive communication.
• Build, develop, and strengthen customer relationships to support long-term business success.
• Liaise with customers regularly to provide updates, clarify expectations, and address questions or concerns.
• Follow up with customers regarding payments when necessary.
• 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.
• Maintain 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 on-time completion.
• Manage aged inventory and communicate with customers as needed.
• 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.
• Identify and resolve issues, conflicts, or delays that may impact customer satisfaction or project timelines.
• Open and manage internal and external non-conformances, 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.
• 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.

Qualifications

• Strong analytical and problem-solving 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 fast-paced environment.
• Flexibility and willingness to support team needs.
• 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.

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