This position is responsible for the daily management of assigned clients, in collaboration with the Account Executive. The Account Manager is the key point of contact for customers, sales, operations, and accounting, relating to those accounts. As a key member of our client services team, this position is focused on delivering exceptional customer experiences.

Duties:

• Provide excellent customer service and communication as the primary contact through all stages of order intake, planning, manufacturing, shipping/fulfillment, and invoicing.
• Engage customers to gather job requirements and translate customer expectations into detailed manufacturing, fulfillment, and mailing instructions.
• Provide all necessary specifications and client expectations to facilitate expedient turnaround of quotes, production, and delivery.
• Source promotional products and branded apparel.
• Support operations in determining the materials and services needed for jobs, including identifying vendors, as required.
• Consult with customers regarding workflow, process improvements, and file preparation, to benefit both the customer and the company.
• Ensure job instructions are correctly entered, and all work is properly scheduled in production.
• Facilitate the delivery, review, and approval of proofs and first articles by customers.
• Monitor progress of jobs throughout production and ensure the final product meets all customer requirements, expectations, and company standards.
• Communicate with customers throughout production, keeping them informed on the status of jobs, solicit additional information, and coordinate changes to jobs.
• Coordinate the resolution of customer or manufacturing issues/concerns. Make recommendations to Account Executives and management on appropriate responses to issues that are in the best interest of the customer and the company.
• Review job cost reports and verify pricing for invoicing.
• Assist sales in the RFP process by supplying estimates and determining how to exceed customer expectations efficiently.
• Performs other related duties and participates in special projects assigned by the Plant Manager/GM.

Required Skills and Experience:

• Positive team player with strong integrity.
• Excellent organizational skills with the ability to multitask, work to deadlines, and prioritize workload.
• Able to consistently apply applicable policies and follow procedures.
• Preferred: +1 years of experience in commercial printing, mailing, fulfillment, branded promotional items/apparel, or a marketing agency or marketing services.
• Excellent oral and written communication skills, with an ability to communicate effectively across all departments and with clients.
• Strong working knowledge of MS Office Suite. Experience with EPMS, a plus.
• Comfortable with AI tools and AI data-driven systems.