Customer Service 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.

Qualifications

• Strong analytical and problem-solving skills.
• High level of customer service effectiveness.
• Able 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.
• Able to multitask and meet multiple deadlines in a fast-paced environment.
• Flexible and willing 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.