Account Manager

General Position Scope:

Responsible for both tactical and strategic functions of account management. Serves as the primary customer contact, and is responsible for accurate order entry, quoting, specification review, issue resolution, and cross-functional coordination with manufacturing, graphics/print, planning, and shipping to ensure on-time, on-spec delivery.

Position will include competitive salary, bonus opportunities, full benefits package, and 401k .

Job Responsibilities:

• Manage the entire order lifecycle of assigned accounts and ensure excellent customer service throughout process.
• Demonstrate strong communication skills and industry knowledge by providing expert advice regarding products and services to customers to grow accounts.
• Enter and validate order details including bag dimensions, gauge/mil, resin type, clarity/opacity, additives, seal type, perforation, roll configuration, core size, pack count, and labeling requirements.
• Prepare quotes and assist customers with product selection (stock vs custom, performance features, lead times, and minimum order quantities).
• Coordinate printed bag requirements including repeat length, registration marks, color count, approvals, and revision control with graphics/print teams.
• Demonstrate strong professionalism skills when handling customer concerns such as opening performance, perforation issues, seal integrity, print defects, roll quality, damage, or shortages.
• Initiate investigations with quality and production teams and coordinate credits, returns, or replacements.
• Collaborate with planning, scheduling, production, and shipping to manage inventory, priorities and communicate estimated delivery dates or changes.
• Maintain accurate customer records, pricing, shipping details, and change logs in ERP systems.
• Complete accurate data analysis on assigned customer accounts and provides information to the Sales team.
• Demonstrate strong project management skills on assigned Account Management, ERP, or internal tasks to ensure efficiency and completeness.
• Ensure compliance with internal procedures for order processing, credits, and complaint documentation.
• Implement Continuous Improvement Projects for better sourcing, procurement, on-time delivery and profitability.
• Exhibit positivity and flexibility when assigned new projects or tasks.
• Maintain regular and reliable attendance.

Job Requirements:

• Demonstrated strong communication skills.
• Proven experience in Account Management or strategic Customer Service.
• Established proficiency in Great Plains software, CyFrame ERP system, and Microsoft Office Suite.
• Demonstrated problem solving skills and continuous improvement attitude.
• Demonstrated conflict management and resolution skills.
• Ability to prioritize tasks based on urgency, importance, and lead time.
• Ability to work independently and follow internal processes / procedures.

Education and Experience Requirements:

• Associate's degree or Bachelor's degree in business or related field, preferred.
• A minimum of 7 years' experience in Account Management or strategic Customer Service, required.
• Demonstrated experience in an ERP, required. Experience with Great Plains and/or CyFrame software is preferred.

Physical Requirements:

• Must be able to stand and walk for brief periods of time.
• Must be able to sit for extended periods of time.
• Must be able to communicate both verbally and written.