Account Manager_Customer Experience

About the role

We're seeking a proactive, detail-oriented Account Manager to join our team. This role is ideal for someone who thrives in a fast-paced, made-to-order manufacturing environment and enjoys owning customer relationships end-to-end.

Responsibilities

• Order Management & Processing: Review and validate purchase orders for accuracy and completeness. Enter and manage orders (customer, internal, sample, claims, NPD) in ERP (Epicor or similar). Verify pricing, manufacturing yields, and order details. Process order changes, payments, credits, and ensure on-time shipment. Maintain documentation including POs, order confirmations, and acknowledgments.
• Customer Experience & Account Management: Deliver exceptional, responsive customer service across all channels. Build strong, long-term customer relationships and act as the account owner. Proactively resolve issues and recommend solutions with minimal oversight. Guide customers through products, documentation, and resources.
• Quoting & Pricing: Prepare quotes and Pro Forma invoices in collaboration with Sales. Manage freight quoting and resolve billing discrepancies. Coordinate custom/logo quotes with internal or external partners. Promote available inventory and special programs.
• Logistics & Issue Resolution: Manage lead times, expedite requests, and delivery timelines. Coordinate with production, shipping, and quality teams to resolve issues. Process RMAs, claims, and delivery issues efficiently.
• Account Setup & Administration: Onboard new customers (account setup, portals, payment/credit terms). Maintain accurate customer data and account notes in ERP. Capture project and market data for reporting. Cross-Functional Collaboration: Partner with Sales, Production, QA, and Technical teams. Develop a strong understanding of the full production lifecycle. Provide guidance on product selection, installation, and accessories. Team Support: Provide backup coverage for team members during peak periods or absences.

Requirements

Associate's degree or equivalent experience. 5+ years in customer service, sales support, or account management. ERP/CRM experience (Epicor strongly preferred). Experience in manufacturing, construction, or project-based environments preferred. Strong Microsoft Office skills and typing proficiency (40+ WPM). Strong math and analytical skills.

Core Competencies

• Ability to manage high volume (15-20+ orders/day during peak seasons)
• Exceptional organization, attention to detail, and multitasking skills
• Strong communication and interpersonal abilities
• Problem-solver with a proactive, "jump in and figure it out" mindset
• Analytical thinker with a forward-looking, continuous improvement approach
• Comfortable working independently while collaborating cross-functionally

What You Bring

Experience & Skills: Associate's degree or equivalent experience. 5+ years in customer service, sales support, or account management. ERP/CRM experience (Epicor strongly preferred). Experience in manufacturing, construction, or project-based environments preferred. Strong Microsoft Office skills and typing proficiency (40+ WPM). Strong math and analytical skills.

Why You'll Love This Role

Opportunity to take full ownership of customer accounts long-term. Fast-paced, engaging environment with meaningful impact. Collaborative team culture with cross-functional exposure. Flexibility with hybrid or remote work options. Day in the Life: Processing and managing high-volume order entries. Communicating with customers to ensure an excellent experience. Partnering across departments to resolve issues and meet deadlines. Investigating order discrepancies and implementing solutions. Balancing administrative work with relationship management.

What We Offer You

• Competitive medical, dental, vision, and prescription insurance coverage
• 401k with a company match
• PTO
• Tuition reimbursement
• Opportunities for development and internal promotions
• Two minute walk to eco-friendly public transportation from rabbittransit

Notice to Prospective Applicants

Ecore International and its subsidiaries participate in the E-Verify program. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer will provide the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization. If, after an applicant has been extended and accepted an offer of employment, the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including withdrawal of the offer of employment or terminating your employment. Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on the Form I-9. In order to determine whether Form I-9 documentation is valid, this employer may use E-Verify's photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services' (USCIS) photograph.