Customer Service Account Manager
About The Position
Coordinate the production of printed materials and print-related services for customers. Maintain positive customer relationships through active engagement at every stage of the manufacturing process, from initial contact through final disposition of the customer’s product. The role translates customer requirements into manufacturing, kitting, shipping, and postal instructions; coordinates jobs with internal plants and external vendors; monitors production and communicates status; and helps resolve customer or manufacturing issues. Depending on the assignment, the position may also support estimates and RFPs, review proofs, determine job supplies, assist with composition or copy preparation, mentor junior staff, and participate in special projects.
Requirements
- High school diploma or equivalent.
- At least 5 years of relevant administrative or operational support experience in manufacturing operations or an office environment directly related to the job duties.
- Excellent knowledge of the relevant functional area, or good knowledge of a related professional field.
- Ability to consistently apply applicable policies, procedures, regulations, and program objectives.
- Advanced technology knowledge, including computers and software such as MS Office or Mac word processing and spreadsheet applications, or other job-specific programs.
- Excellent oral and written communication skills for communicating across departments.
- Strong organizational skills, including the ability to manage deadlines, prioritize workload, and adjust to business needs.
- Ability to work weekends and holidays.
Responsibilities
- Engage customers to gather job requirements and translate them into detailed manufacturing, kitting, shipping, and postal instructions.
- Suggest workflow or process improvements that benefit the customer and the company.
- Review other Print Production Specialists’ work for completeness and accuracy before production begins.
- Enter and verify job instructions in manufacturing systems and queue jobs in the production schedule.
- Communicate with customers throughout production about job status, missing information, and changes.
- Forward or review proofs with customers and obtain approval of materials such as artwork, color separations, or ink samples.
- Coordinate production of components with internal plants and external vendors as needed.
- Coordinate investigation and resolution of customer or manufacturing issues, including engaging the appropriate departments to determine root causes.
- Recommend appropriate responses to issues to management and communicate resolutions to customers.
- Provide pre-sales support and discuss manufacturing capabilities and requirements with customers.
- Monitor jobs through production, coordinate with manufacturing operations on counts and final runs, and ensure products meet customer requirements and company standards.
- Tally final production runs and work performed, and assemble paperwork for billing.
- Mentor junior-level Print Production staff or work on special projects.
- Determine supplies and paper needed for jobs, potentially using vendors to supply product components.
- Assist sales with RFPs by providing estimates and determining efficient job processing methods.
- Compose and/or prepare copy for customer products, as assigned.
- Perform other related duties and participate in special projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
