Customer Account Manager

Quad•Franklin, WI

About The Position

The Customer Account Manager acts as the essential point of contact between the company and its clients, coordinating with the sales, operations, and production departments to ensure the product aligns with client specifications. This role involves overseeing client orders, addressing inquiries, and managing expectations for orders throughout the production lifecycle.

Requirements

Appropriate education and/or experience may be substituted on an equivalent basis.
Bachelor’s degree preferred
3 years’ experience in customer service or print environment preferred
Ability to work independently, multi-task and balance several Client Accounts
Ability to successfully analyze problems, drawing valid conclusions and make recommendations.
Good prioritization and organization skills
Strong change management skills
Proficient with math applications
Proficient in Microsoft Office applications; including, Word, Excel, PowerPoint
Excellent written and verbal communication skills

Nice To Haves

General knowledge of print industry and processes (preferred).

Responsibilities

Act as the central point of communication for client orders, managing changes in specifications, schedules, estimates, and instructions while representing the company.
Serve as a liaison to facilitate clear communication between clients and internal departments throughout the order process using standard processes.
Foster and maintain client relationships to establish a mutually beneficial business partnership.
Drive clients to utilize standard inputs and tools.
Review all order plans to identify and address any obstacles to ensure successful project completion.
Address and resolve client or production issues, escalating them as necessary.
Utilize independent discretion to negotiate solutions that influence the general business operations of clients.
Utilize specialized knowledge in print and marketing services to make independent operational decisions (e.g., shifting work between locations, adjusting print specifications, shut/start production equipment, and job engineering).
Provide client consultation and education on the overall print business.
Manage vendor relationships to provide comprehensive end-to-end solutions for the client.
Engage in account evaluations/renewals to identify and capitalize on opportunities for account optimization.
Participate in cross-departmental projects.
Some roles may require adherence to additional guidelines, regulations, and policies, particularly in areas such as Food Safety or High Compliance.