ACCOUNT MANAGER

Job Description

Job Description

Job Summary:

At KDV Label, we’re passionate about what we do and hold ourselves, and one another, accountable to living our core values each day: craftsmanship, care, collaboration, creativity, and curiosity. This creates a friendly and rewarding work environment where you can grow your career and truly be part of the team.

KDV Label has production facilities in Waukesha, Wisconsin; Loveland, Colorado; and Sugar Grove, Illinois. We have become a leader in the label industry by maintaining our strong reputation for quality, consistency, and performance.

Our Customer Experience Team is instrumental in upholding that reputation. Working together across Account Management and Customer Service, the team is responsible for ensuring each customer is served at the exemplary level for which KDV is known. Understanding and delivering on KDV’s philosophy and processes for providing world-class service are critical to every role on this high-performing, customer-focused team.

Reporting to the Director of Account Management, the Account Manager serves as the primary day-to-day relationship and project manager for an assigned portfolio of customer accounts. This position is responsible for understanding customer requirements, coordinating projects and orders from initiation through delivery, proactively communicating with customers, and ensuring KDV consistently delivers an exceptional customer experience.

Account Managers combine strong customer relationship skills with technical knowledge of KDV’s products, capabilities, and processes. They coordinate closely with Customer Service Representatives and cross-functional teams to manage account activity, resolve issues, identify opportunities, and ensure customer expectations are understood and executed throughout the organization.

Our team works from our headquarters in Waukesha, Wisconsin. We are looking for customer-focused professionals with strong communication, project management, problem-solving, and relationship-building skills.

Responsibilities

• Serve as the primary day-to-day relationship owner for an assigned portfolio of customer accounts.
• Develop a strong understanding of each customer’s business, products, requirements, specifications, ordering patterns, and service expectations.
• Manage customer projects and account activity from initial request through successful completion.
• Proactively communicate project status, timelines, changes, risks, and requirements to customers and internal stakeholders.
• Field customer questions, concerns, and service needs and coordinate appropriate resolution across KDV.
• Manage multiple customer projects and priorities simultaneously.
• Review customer requirements, components, artwork, and specifications; identify discrepancies and work with customers and internal teams to resolve them.
• Develop and coordinate accurate, timely quote requests and communicate pricing and specifications professionally to customers.
• Ensure accurate project requirements are communicated to Estimating, Prepress, Scheduling, Production, Quality, Shipping, and other internal teams.
• Review customer documentation, quotes, specifications, and proofs for accuracy before customer submission or approval.
• Coordinate customer delivery requirements and shipping expectations with appropriate internal departments.
• Maintain accurate customer, opportunity, project, and communication records.
• Proactively identify opportunities to better serve and grow existing accounts and coordinate opportunities with Sales as appropriate.
• Support qualification and onboarding of prospective customers as assigned.
• Partner with Customer Service Representatives to effectively execute transactional and administrative account activities.
• Monitor account activity and proactively address issues that could affect customer satisfaction, delivery, quality, or account performance.
• Escalate significant customer, operational, or commercial issues to Senior Account Managers or the Director of Account Management when appropriate.
• Continuously develop knowledge of KDV’s materials, capabilities, production processes, and customer applications.
• Exhibit and uphold KDV’s Core Values in all situations.

Qualifications

• Passion for customer service and relationship management.
• Strong project management, organization, and problem-solving skills.
• Superb attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to develop and maintain professional and respectful relationships with customers, team members, and employees at all levels.
• Ability to read and interpret documentation, estimates, specifications, requirements, and other written instructions.
• Strong business judgment and ability to coordinate cross-functional work without direct authority.
• Intermediate mathematical skills.
• Proficiency in Microsoft Office products required.
• ERP and CRM experience preferred.

Education / Experience

• Associate degree or equivalent experience preferred.
• Minimum of two years of related account management, customer service, project management, or sales support experience required; five years preferred.
• Manufacturing experience preferred; print and packaging industry experience a plus.

Physical Requirements

• Ability to sit, stand, walk, and use a computer for extended periods of time.
• Ability to occasionally travel between facilities and customer locations as needed.

Benefits

• Medical, Vision, and Dental insurance
• 401(k) + 401(k) matching
• Employee assistance program
• Health savings account