Client Service - Account Manager

Oliver Agency - Richmond, VA

Full-time - Mid Level

Richmond, VA

Professional, Scientific, and Technical Services

About the position

The Client Service - Account Manager at Oliver Inc. is responsible for building and maintaining strong relationships with clients in the printing and packaging industry. This role serves as the main point of contact for clients, ensuring their needs are met and high-quality services are delivered. The Account Manager collaborates with internal departments to drive processes and enhance client satisfaction, while also supporting the sales team in managing client accounts from sales to production and delivery.

Responsibilities

• Understand clients' business goals and challenges to provide effective solutions.
• Manage a portfolio of client accounts, ensuring their needs are met.
• Facilitate client and internal communication regarding customer orders, samples, estimates, and job specifications.
• Ensure the internal flow of information across departments to accurately describe and prepare customer specifications for production.
• Manage CRM contacts, track customer interactions, monitor workflow for customers, and strategize in coordination with the sales department.
• Present proofs, obtain customer approvals, provide samples, and determine agreed-upon delivery dates.
• Responsible for onsite customer experience, including strategy sessions, plant tours, and offsite customer visits.
• Audit and update open sales orders, finished goods inventory, and open orders for billing purposes.
• Handle complaint intake and distribute to appropriate personnel for resolution.

Requirements

• 3 or more years' experience in account management or customer service in the printing and packaging industry.
• Excellent oral and written communication skills.
• Knowledge of the printing and packaging industry.
• Ability to multi-task in a high-volume, fast-paced environment.
• Proficient in Windows, Word, Excel, ERP, and CRM systems.
• Professional phone etiquette in addressing customer inquiries.
• Ability to build internal and external relationships to ensure high-quality service.
• Self-starter with the ability to work as part of a team.

Nice-to-haves

• Bachelor's degree preferred.