Account Manager / Customer Service

Job Summary:

Ensure that the smooth flow of entered orders is maintained among the customer, sales representative, and production and that each job is produced efficiently and to the customer's specifications. 

Essential Job Functions:  

• Serves both sales representatives and customers as primary contact and source of information on jobs.
• Learns and understands the customer's needs and listens for any opportunity to produce projects more efficiently.
• Services the customer by solving problems, gathering, and transmitting information as needed.
• Takes job specs from Sales Rep or customer. 
• Works with estimating department
• Communicate with sales rep or customer.
• Receives job from sales rep or customer. Compares with estimate and discusses any differences with customer and sales rep. Initiates job ticket. Plans the job; creates press layout and binding impositions; organizes complex jobs when they arrive to facilitate production; finalizes scheduling with scheduling department.
• Tracks job through production and communicates any problems and changes to plant personnel, sales reps and customers.
• Keeps accurate records of all jobs and customer contacts, so both the company and customer are protected should questions arise later.
• Attends daily production meetings giving accurate and timely status reports and projections.
• Initiates and maintains good organization of records and information. 
• Perform other duties as requested.

Desired Qualifications/Competencies: 

• Ability to facilitate communication between customers, sales reps and production while work is in process. 
• Must exhibit empathy for customers, their problems and needs. 
• Must be able to juggle many tasks and modify plans as requirements change. 
• Ability to describe physical objects and job processes over the phone or in writing. Initiates and maintains good organization of records and information. 
• Interested in preventing errors and solving problems. 
• Professional telephone technique, typing and business correspondence skills. 
• Initiates and maintains good organization.

College degree and/or equivalent customer service experience: Demonstrated skills in leadership, organization and communication are necessary Previous customer service experience required. Knowledge of the printing process preferred.

Problem Solving: Ability to anticipate problems and head them off. When problems arise, create a solution.

Organization: Ability to develop new techniques for handling work.  

Language Skills: Ability to read, write and speak English. 

Mathematical Skills: Basic math skills required in preparation of project orders which always contain Order counts, versions with counts, etc.   

Reasoning Ability: Strong reasoning skills are a requirement in dealing with customers, and internal production department employees and leadership. 

Computer Skills: Required as all tasks are completed using a PC and various software or programs.    

Physical Demands: The physical demands are typical for an office setting. Must be able to lift to 20 pounds.