Customer Service Account Manager

Skybox Packaging•Mansfield, OH

17d

About The Position

The Customer Service Account Manager creates, manages, and executes the Skybox customer experience for assigned accounts in accordance with the Customer Service Team mission and service level expectations. The role coordinates customer-facing teams to provide prompt, accurate, and friendly communication, fulfill customer requests accurately and on time, and proactively build and maintain relationships within customer organizations. The Account Manager is the primary customer contact responsible for quality control and execution for assigned accounts, including limited after-hours support for emergencies before the next business day. The Account Manager owns customer issues through resolution, manages expectations, uses independent judgment to address quality concerns and production priorities, and coordinates inventory, budgets, quotes, samples, pricing, accounting inquiries, and special projects. The role works closely with Sales, Estimating, Scheduling, and Customer Service colleagues to support account retention and growth, profitability, timely order processing and delivery, and continuous improvement of Skybox customer service processes. Occasional customer visits and travel in the United States, Canada, and Mexico may be required.

Requirements

Bachelor’s degree and/or at least 5 years of experience in a Customer Service role.
Demonstrated success managing high-value, complex customer relationships.
Hands-on experience managing customer orders and working collaboratively with B2B buyers.
Demonstrated track record of leading and achieving measurable improvements in assigned metrics.
Ability and willingness to travel occasionally in the United States, Canada, and Mexico.
Excellent speaking, listening, and writing communication skills; proactive in discussing successes, failures, concerns, and ideas with customers and internal team members.
High attention to detail.
Self-starter able to make independent decisions.
Comfortable working under pressure in a fast-moving environment with competing priorities.
Able to relate comfortably to people at all levels of customer organizations and within Skybox.
Able to build trusting working relationships with assigned accounts and colleagues.
Approaches each day as a learner rather than a judger.
Excellent computer skills and comfort with technology.

Responsibilities

Serve as the primary point of customer communication for assigned accounts, providing support during and outside normal business hours as needed for emergencies.
Take ownership of customer issues and work independently toward resolution.
Set and request clear expectations from customers and team members.
Independently manage and resolve customer quality concerns, using discretion to diagnose issues and determine responses.
Manage production lead times and recommend production priorities to help meet guaranteed time frames for assigned accounts.
Manage inventory ordering so necessary raw materials are available to meet production schedules.
Analyze sales trends and opportunities within assigned accounts.
Manage account budgets so net costs align with sales quotes, including monitoring inventory, vendor, and shipping costs and consulting Sales when updated customer quotes may be needed.
Collaborate with Sales to build business relationships with primary and secondary account contacts, identify relevant stakeholders, record contact information, and understand their roles and needs.
Make occasional on-site customer visits to better understand customer needs.
Manage the quote and sample process for assigned accounts.
Manage account pricing information in support of Estimating and Sales strategy, including sending price lists.
Educate assigned accounts about Skybox Customer Service processes and systems.
Manage accounting inquiries, issues, and concerns to meet customer and Skybox requirements.
Initiate and communicate account quality concerns, corrective actions, and RGAs.
Manage special projects and Priority 1 and Priority 2 events for assigned accounts.
Manage, direct, or execute Customer Service Team activities for assigned accounts, including timely and accurate order entry, confirmations, acknowledgements, art-for-approval, new-item approvals, delivery information, order-status updates, factory tickets, and new-item paperwork.
Ensure daily activities for assigned accounts are completed in a timely manner.
Work with Estimating and Sales to maximize account profitability and proactively manage account activity.
Understand and review specification building and maintenance in support of Estimating; specification creation is not a core responsibility.
Know the Sales and Retention Strategy for assigned accounts as defined in Salesforce by the salesperson in collaboration with Sales Leadership.
Manage and improve Skybox Customer Service processes to enhance the customer experience.