Customer Service Account Manager

Skybox Packaging•Mansfield, OH

13d

About The Position

The Customer Service Account Manager creates, manages, and executes the Skybox customer experience for assigned accounts in line with the Customer Service Team mission and service-level expectations. The role coordinates customer-facing teams to deliver prompt, accurate, and friendly communication and fulfill customer requests accurately and on time. Account Managers proactively build and maintain relationships within customer organizations and serve as the point of contact for quality control and execution. The Account Manager owns customer issues through resolution and provides support during and, as needed, outside normal business hours. After-hours support is limited to coordinating emergencies and providing assistance before the next business day. The role independently exercises discretion to resolve customer concerns, manage production lead times and priorities, coordinate inventory and raw-material purchasing, oversee account costs and budgets, and support sales growth and retention. The position also manages account quotes, samples, pricing, accounting inquiries, quality concerns, corrective actions, returns, special projects, and priority events. It coordinates order entry and confirmations, artwork approvals, new-item approvals and paperwork, factory tickets, delivery updates, and other daily customer-service activities. The Account Manager works with Sales, Estimating, Scheduling, and Customer Service colleagues to improve customer experience and account profitability. Occasional customer visits and travel in the United States, Canada, and Mexico may be required. Success is measured by assigned-account customer satisfaction, QMCS score, retention and growth, and on-time delivery. Skybox is an equal opportunity employer and may provide reasonable accommodations to enable individuals with disabilities to perform essential job functions.

Requirements

Bachelor’s degree and/or at least 5 years of experience in a customer service role, with a demonstrated record of effectively managing high-value, complex relationships.
Hands-on experience managing customer orders and working collaboratively with B2B buyers.
Demonstrated track record of leading and achieving measurable improvement in assigned metrics.
Excellent verbal, listening, and written communication skills; proactive in discussing successes, failures, concerns, and ideas with customers and internal teams.
High attention to detail.
Self-starter who can make independent decisions.
Ability to work under pressure in a fast-moving environment with competing priorities.
Ability to relate comfortably to people at all levels of customer organizations and within Skybox.
Ability to build trusting work relationships with customers and colleagues.
Approaches work with a learner’s mindset.
Excellent computer skills and comfort with technology.
Ability and willingness to travel occasionally in the United States, Canada, and Mexico.

Responsibilities

Serve as the primary point of customer communication for assigned accounts, including limited after-hours support for emergencies as needed.
Own customer issues and independently diagnose, manage, and resolve concerns, including quality concerns.
Set and communicate expectations with customers and team members; provide prompt, accurate, and friendly communication.
Manage production lead times and present production priorities to help meet guaranteed time frames.
Manage inventory ordering so necessary raw materials are available for production schedules.
Analyze sales trends and opportunities within assigned accounts.
Manage account budgets and use discretion to keep inventory, vendor, and shipping costs consistent with budgets; consult Sales when customer quotes may need updating.
Collaborate with Sales to build relationships with primary and secondary account contacts; identify relevant contacts and understand their roles and needs.
Make occasional on-site customer visits to better understand customer needs.
Manage the quote and sample process, account pricing information, and price-list distribution.
Educate customers on Skybox customer-service processes and systems.
Manage accounting inquiries, issues, and concerns in accordance with 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 supporting assigned accounts.
Ensure timely and accurate order entry, confirmations, acknowledgements, and factory tickets; send factory tickets to Scheduling promptly.
Manage the Art for Approval (AFA) process and the new-item approval process.
Provide accurate delivery information and proactively communicate order-status changes.
Organize new-item paperwork so items are set up and ready for production when orders are placed.
Complete daily account activities promptly and proactively manage assigned-account activity.
Work with Estimating and Sales to maximize account profitability and support spec building and maintenance; spec creation is not a core responsibility.
Understand the assigned-account sales and retention strategy recorded in Salesforce by the salesperson in collaboration with Sales Leadership.
Manage and improve Skybox customer-service processes.
Travel occasionally in the United States, Canada, and Mexico as needed.