Account Manager_Customer Experience

ECORE•Lancaster, PA

1d•$50,000 - $55,000•Hybrid

About The Position

Join a collaborative distribution team supporting major B2B customers, private‑label partners, and large distributors. As an Account Manager, you’ll deliver exceptional customer service, manage key accounts, and ensure accurate, on‑time order processing by partnering closely with internal teams across manufacturing, operations, and sales. This role is ideal for someone who is detail‑oriented, organized, and experienced in managing complex projects from start to finish.

Requirements

Associate degree or equivalent experience required.
5+ years in customer service, sales support, or account management preferred.
ERP/CRM experience preferred (Salesforce, Epicor, or similar).
Strong organizational skills with the ability to manage multiple accounts and priorities.
Excellent verbal and written communication with a professional, customer‑focused approach.
Strong math skills and comfort learning new systems or technical details.
Proven ability to work independently while collaborating with cross‑functional teams.
Project management skills, including follow‑through and documentation.

Nice To Haves

Experience in manufacturing, distribution, medical, flooring, or rubber/plastics industries is a plus (highly detail‑oriented environments translate well).

Responsibilities

Serve as a primary point of contact for customer accounts and sales representatives.
Review, enter, and process customer purchase orders with accuracy and attention to detail.
Manage order confirmations, pricing verification, credit checks, shipping updates, and inventory inquiries.
Coordinate cross‑functionally with Production, Shipping, Technical Services, and Quality to resolve issues and support customer needs.
Provide product information, installation guidance, sample orders, quotes, and Pro Forma invoices.
Support private‑label and large distributor accounts with professional communication and timely follow‑through.
Monitor project requests from kickoff through completion, ensuring updates are clearly communicated to customers.
Assist with RMAs, claims, freight quotes, delivery issues, and billing discrepancies.
Maintain accurate customer data, notes, and instructions in ERP/CRM systems (Epicor/Salesforce/Kinetic).
Provide backup support to team members as needed within a 3‑person team structure.
Understand manufacturing processes, lead times, yields, and special pricing to set accurate customer expectations.
Recommend appropriate accessories, installation needs, or complementary products.