Account Mgr, Customer Service

Job Description Overview:

The Account Manager has the primary responsibility to provide excellent customer service while handling all orders and any questions, issues or concerns our customers may have. This person will also interact professionally and positively with coworkers in all departments.

Essential Duties and Responsibilities:

Customer Service – 70% of position responsibility

• Provide positive, reliable customer service with a proven track record
• Communicate via phone and e-mail quickly and knowledgeably
• Handle and/or escalate all customer issues/concerns
• Serve customers and accommodate their requests quickly and efficiently
• Understand all the steps necessary to complete each stage of a job through order entry, pre-press, print, post-press and shipping

Administration – 30% of position responsibility

• Traffic customer orders through our order management system
• Navigate through the order management system and apply notes where applicable
• Possess great product and production knowledge for out-of-home applications
• Interpretation of major drawing and page layout formats for artwork and color presentation

EDUCATION AND FORMAL TRAINING:

• Minimum two years’ Account Management/general administrative experience

KNOWLEDGE, SKILLS AND ABILITY:

• Effective written and verbal communication skills, both internally and externally
• Excellent grammar and proofing skills
• Quick learner
• Ability to “multi-task” while also reassessing priorities on a continual basis
• Excellent attention to detail and follow through with communication and a sense of urgency for deadlines
• Computer skills, including MS Windows Office Suite and Outlook
• Ability to learn company customized software
• Computer graphics or design background helpful

INTELLECTUAL DEMANDS:

• Must understand vague and implicit instructions, and react favorably in all work situations
• Must be approachable and responsive to a variety of people and issues
• Must be adaptable and flexible in dealing with a variety of people
• Must be able to resolve problems, handle conflict and make effective decisions under pressure
• Must have a long attention span in order to listen to people, perceive the real problems and bring issues to a successful conclusion
• Ability to effectively present information and respond to questions from customers or other departments
• Ability to add, subtract, multiply and divide in all units of measure, calculate figures and amounts such as discounts, interest, commissions, proportions and percentages, and apply concepts of basic algebra
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

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