Account Manager

Eurostampa North America•Cincinnati, OH

14d•Hybrid

About The Position

The Customer Service Account Manager is responsible for managing customer accounts, overseeing order development, and ensuring successful project execution from concept through delivery. This role requires strong communication, organizational, and problem‑solving skills, as well as the ability to coordinate cross‑functional teams to meet customer expectations.

Requirements

Strong analytical and problem‑solving skills.
High level of customer service effectiveness.
Ability to manage change and adapt to evolving priorities.
Strategic thinker with strong organizational abilities.
Excellent verbal and written communication skills.
Strong sense of responsibility, accuracy, and attention to detail.
Ability to multitask and meet multiple deadlines in a fast‑paced environment.
Flexibility and willingness to support team needs.
Proficiency in Microsoft Office Suite, especially Excel.
Understanding of customer service and order management best practices.

Nice To Haves

Knowledge of printing production processes, raw materials, and equipment is strongly preferred.

Responsibilities

Serve as the primary point of contact for assigned customers, maintaining professional and proactive communication.
Build, develop, and strengthen customer relationships to support long‑term business success.
Liaise with customers regularly to provide updates, clarify expectations, and address questions or concerns.
Follow up with customers regarding payments when necessary.
Direct and manage the full order lifecycle from initial request through production and shipment.
Enter and maintain items in the master database.
Prepare and process customer orders accurately within the system.
Monitor all aspects of job orders, including timing, pricing, feasibility, raw material availability, and production requirements.
Analyze customer forecasts and coordinate with the purchasing department to ensure timely ordering of raw materials.
Manage new customer projects, including feasibility assessments, timelines, and pricing.
Compile feasibility and pricing requests for new orders and prepare customer quotes.
Track order milestones, deliverables, and critical paths to ensure on‑time completion.
Manage aged inventory and communicate with customers as needed.
Communicate customer expectations clearly and promptly to internal teams.
Collaborate with production, estimating, sales, and other departments to ensure alignment and resolve issues.
Negotiate with internal departments when additional resources or support are required.
Delegate tasks and responsibilities to appropriate personnel to meet project goals.
Participate in team meetings and contribute to a collaborative work environment.
Identify and resolve issues, conflicts, or delays that may impact customer satisfaction or project timelines.
Open and manage internal and external non‑conformances, ensuring timely communication and resolution with customers.
Proactively manage changes in order scope and develop contingency plans when needed.
Define success criteria for each order and ensure all stakeholders understand expectations.
Develop and deliver progress reports, proposals, requirements documentation, and presentations.
Determine the frequency and content of status reports and analyze results to identify improvement opportunities.
Maintain a clean, organized, and efficient work area.
Comply with all company safety policies, procedures, and PPE requirements, especially when entering production areas.
Participate in required safety and compliance training relevant to office and production‑adjacent work.
Follow safe travel practices in operational areas, including staying within designated walkways and observing posted warnings.
Immediately report observed unsafe conditions, equipment issues, or incidents in office or production areas.
Maintain an ergonomic, organized, and hazard‑free workspace to support safe and efficient operations.
Secure confidential and sensitive documents in accordance with company policy.

Benefits

PTO starting at 10 days (pro-rated based on month of hire) and building to 15, 20, and finally 25 days with each year of employment
3 sick/personal days
8 paid holidays
Bonus through our profit sharing program
HSA including a company contribution up to $750
Significantly subsidized health plans, choose between PPO or HDHP
Marathon Health is added to the health plan at no extra cost
Dental insurance
100% company paid Short and Long Term Disability Insurances
100% company paid Vision Insurance
100% company paid Life (AD&D) Insurance up to $50k
Option to choose supplemental insurance coverage plans
401K with matching (100% up to 3% and 50% up to 4%)
Access to our discount platform Benefit Hub
Employee and family events such as Kings Island at Christmas, our annual employee day in Fall, as well as other fun activities throughout the year