Account Manager_Customer Experience

Ecore Talent Team•Lancaster, PA

19d•$55,000 - $60,000•Hybrid

About The Position

We’re seeking a proactive, detail-oriented Account Manager to join our team. This role is ideal for someone who thrives in a fast-paced, made-to-order manufacturing environment and enjoys owning customer relationships end-to-end. As an Account Manager, you’ll serve as the primary liaison between customers and internal teams—managing orders, solving problems, and ensuring a seamless customer experience. This role is designed for long-term account ownership and growth, offering the opportunity to make process improvements and contribute innovative ideas.

Requirements

Associate’s degree or equivalent experience
5+ years in customer service, sales support, or account management
ERP/CRM experience (Epicor strongly preferred)
Experience in manufacturing, construction, or project-based environments preferred
Strong Microsoft Office skills and typing proficiency (40+ WPM)
Strong math and analytical skills
Ability to manage high volume (15–20+ orders/day during peak seasons)
Exceptional organization, attention to detail, and multitasking skills
Strong communication and interpersonal abilities
Problem-solver with a proactive, “jump in and figure it out” mindset
Analytical thinker with a forward-looking, continuous improvement approach
Comfortable working independently while collaborating cross-functionally

Responsibilities

Review and validate purchase orders for accuracy and completeness
Enter and manage orders (customer, internal, sample, claims, NPD) in ERP (Epicor or similar)
Verify pricing, manufacturing yields, and order details
Process order changes, payments, credits, and ensure on-time shipment
Maintain documentation including POs, order confirmations, and acknowledgments
Deliver exceptional, responsive customer service across all channels
Build strong, long-term customer relationships and act as the account owner
Proactively resolve issues and recommend solutions with minimal oversight
Guide customers through products, documentation, and resources
Prepare quotes and Pro Forma invoices in collaboration with Sales
Manage freight quoting and resolve billing discrepancies
Coordinate custom/logo quotes with internal or external partners
Promote available inventory and special programs
Manage lead times, expedite requests, and delivery timelines
Coordinate with production, shipping, and quality teams to resolve issues
Process RMAs, claims, and delivery issues efficiently
Onboard new customers (account setup, portals, payment/credit terms)
Maintain accurate customer data and account notes in ERP
Capture project and market data for reporting
Partner with Sales, Production, QA, and Technical teams
Develop a strong understanding of the full production lifecycle
Provide guidance on product selection, installation, and accessories
Provide backup coverage for team members during peak periods or absences