Account Manager (manufacturing)

Job Description

Job Description

Cenveo is a leading North American manufacturer of envelopes with over 100 years of experience and approximately 30 billion envelopes manufactured annually. We are seeking an experienced Customer Service Account Manager for the Cleveland, OH location.

The ideal candidate will have a minimum of 7 years of relevant work experience. An emphasis on Customer Service, or Marketing preferably in the print industry. Cenveo provides competitive pay and a comprehensive benefits package.

Job Summary

The Customer Service Account Manager acts as the primary service contact responsible for managing the customer relationship for key strategic accounts.  This includes timely and accurate pricing, order entry and inventory management, order tracking, problem resolution, handling customer inquiries, and providing world class customer service in general. The Account Manager is knowledgeable of the inner workings of assigned key accounts and has a mastery of the principals in costing, printing and products, company machine capabilities, external outsourcing partner capabilities, market segments and our Envelope Group and Cenveo company platform. 

Primary Duties and Responsibilities (*Essential Functions)

• Partner with the Sales team to strengthen existing client relationships and secure new business, contributing to customer base preservation and growth.
• Serve as the primary point of contact for customers, ensuring a seamless and positive experience.
• Lead problem resolution efforts to ensure customer satisfaction and uphold Company reputation.
• Develop and maintain a strategic communication cadence to proactively manage customer accounts and track progress on open actions.
• Ensures order and schedule alignment with quoted pricing, including quantity revisions and delivery reschedule in the system for the benefit of internal and external customers.
• Processes order changes, release modification /product specification communications, completes customer open order reports, manages customer portals, and performs customer forecast.
• Participate in daily meetings scheduled by planning; represent the voice of the customer.
• Coordinates and participates in annual customer assessments.
• Ensures accurate invoicing / investigates any discrepancies that may arise.
• May provide training / guidance to less experienced members of the customer service team.
• Successfully navigate complex, time-sensitive demands with the warehouse team; expedite orders as necessary.
• Other duties as assigned / required.

Other (Non-Essential) Functions

Includes functions which are normally performed by persons holding this title. However, these functions may be reassigned to other employees as part of a "Reasonable Accommodation" under the ADA.

• Assist with coverage of additional accounts for vacations, leaves of absence, etc.
• Complies with safety rules and regulations (wear proper safety attire required by office personnel)

Job Requirements

• An Associate degree is preferred; however, candidates with sufficient relevant work experience will also be considered.
• A minimum of 7 years proven experience as an Account Manager or in a similar role within the manufacturing industry.
• Strong computer skills including MS Excel, Office, Outlook and Internet are required. 
• SAP and Hagen experience preferred.
• Ability to work well with external and internal clients at all levels within the organization.
• Excellent communication and interpersonal skills.
• Strong negotiation and problem-solving abilities.
• Must be detail oriented and able to multitask in a fast-paced, deadline-driven environment.

Physical Requirements and Environmental Conditions

• Environment is typically general office
• Incumbent may spend short periods in the manufacturing environment with exposure including, but not limited to dust, dirt, high noise levels and variations in temperature.
• Occasional exposure to one or more unpleasant or hazardous conditions of the time.

Cenveo is an EEO Employer