Account Manager II (Large Format Printing)

Direct Edge Media, Inc.•Anaheim, CA

12d

About The Position

As an Account Manager II at Direct Edge, your role is to foster and maintain positive client relationships through various communication channels, demonstrating exceptional written and verbal communication skills. You will ensure transparent and open communication both internally and externally, delivering top-notch customer service by addressing inquiries in a quick and seamless manner.

Requirements

High school diploma or equivalent
Bachelor's Degree / relevant post-secondary education preferred
3 - 8 years of print experience plus 1 - 2 years of customer relationship experience required
Ability to effectively convey technical information and provide clear instructions to customers.
Ability to handle various customer scenarios with professionalism and adapt to changing situations. Aptitude for creative problem-solving, finding resolutions, and taking ownership of customer issues. Strong verbal and written communication skills to interact effectively with customers via phone and email. Active listening skills to understand customer needs and provide accurate solutions promptly.
Expertise with printing processes including; offset lithography, large and small format digital, screen printing, pad printing, dye sublimation, etc.
Ability to create print-ready file formats including manipulating size, formats, and resolution.
Highly experienced in common office software applications (e.g., MS Word, Excel, Outlook) to handle administrative tasks.
Experience with Adobe Suite (e.g., Illustrator, Photoshop, Dimension, InDesign, Acrobat)
Exceptional conflict management skills to handle delicate customer situations with diplomacy and empathy. Experience in managing customer complaints and turning them into opportunities for improvement.
Collaborative attitude to work seamlessly with other team members and departments.
Capability to handle multiple customer interactions and inquiries simultaneously while remaining composed.
Strong attention to detail to ensure accurate order processing and record-keeping.
Ability to prioritize tasks efficiently and manage time effectively in a fast-paced environment

Responsibilities

Develop, cultivate, and maintain positive relationships with clients and prospects through various communication channels.
Exhibit exceptional written and verbal communication skills to ensure clarity and professionalism in interactions with clients and team members.
Ensure continuous transparency and open communication internally and externally throughout the job process to prevent any confusion or unexpected situations for clients.
Deliver unparalleled customer service by addressing client inquiries and concerns, within 20 minutes or less, while maintaining open lines of communication.
Effectively manage job quoting, production, and delivery processes to align with client objectives and meet project deadlines.
Demonstrate the ability to swiftly and accurately generate multiple quotes daily, consistently meeting clients' requirements.
Collaborate seamlessly with the production team, ensuring streamlined job routing and meticulous project tracking for ongoing initiatives.
Manage the preparation and timely dispatch of invoices, within 1 business day, to clients/customers, ensuring accuracy and adherence to company policies and procedures.
Maintain and update Direct Edge’s existing print management system (PMS) client repository while proactively coordinating with other account managers to ensure seamless client communications during planned and/or unforeseen absences.
Work with the Operations team and/or Senior Account Managers to brainstorm solutions as they relate to printing equipment capabilities and constraints for clients and employees.
Act as the primary point of contact for clients and prospects. Leverage available resources to address clients' specific needs and requirements.
Interact with vendors for quotes, and purchases, and ensure timely and successful delivery of goods and services.
Showcase proficiency in handling and manipulating prepress files, formats, and resolutions. Employ advanced knowledge of printing equipment capabilities and constraints to optimize the process, ensuring items are efficiently created while considering limitations.
Guide clients and prospects in selecting the best materials, print, finishing, and shipping methods within their budget and time constraints.
Engage with external vendors and liaise with representatives from Direct Edge's other facilities to obtain price quotes, make purchases, and ensure the prompt and successful delivery of goods and services.